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CRM
February 7, 2011 |
Less Automation Needed to Elevate Satisfaction with the Wireless Customer Experience Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.   |
CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
CRM
December 2012
Kelly Liyakasa |
Telecoms Grapple with Support Inequality Carriers struggle to offer effective service to all customers. |
CRM
May 1, 2006
Coreen Bailor |
Like a Circle in a Spiral Making your interactive voice response system as user friendly as possible will help increase customer loyalty and keep costs down. |
CRM
November 2005
Coreen Bailor |
Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off. |
Insurance & Technology
November 17, 2004
Maura K. Ammenheuser |
Loud and Clear To improve customer service, insurers are increasingly turning to speech-based technology, and away from call centers, to handle consumer questions. The familiar touch-tone systems may soon go the way of the rotary phone. |
CRM
May 1, 2007
Walter Rolandi |
Hybrid Hopes If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
December 2007
Coreen Bailor |
Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear. |
CRM
April 10, 2015
Mike Hennessy |
The Downside of Automated Responses Responsibility and strategy are key to using this growing technology. |
CRM
April 1, 2006
Coreen Bailor |
Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business. |
CRM
May 1, 2007
Coreen Bailor |
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. |
Bank Technology News
May 2003 |
By The Numbers When it comes to customer service, bank customers still want to talk to an actual person when they dial into a call center, but that may change. |
InternetNews
November 14, 2008
Judy Mottl |
Tough Economy Not Hurting Smartphone Sales Mobile phone users are increasingly happier with devices and willing to pay more for feature-rich handsets and data services, according to a new report. |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Rising Stars -- Spoken Communications Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight. |
PHONE+
November 24, 2009 |
Ethical Dilemmas in the Channel Josh Anderson, CEO of Telephony Partners presents ethical dilemmas that have happened in the indirect sales channel. Suppliers and partners provide their input on how to handle the dilemmas. |
CRM
December 1, 2003
David Myron |
Speech Technology Begins to Realize Its Potential Vendor representatives discuss of the practicality of speech recognition in today's contact center. |
Bank Technology News
July 2005
Shane Kite |
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? |
InternetNews
October 16, 2008
Judy Mottl |
FCC Green Lights Wireless Mergers The Federal Communications Commission will approve Verizon Wireless' acquisition of rural carrier Alltel and the proposed Sprint-Clearwire WiMAX venture at its next monthly meeting on Election Day. |
Entrepreneur
December 2004
Mike Hogan |
Tall Order Cellular carriers have been busy improving call quality, but will it last? |
CRM
October 1, 2005
Coreen Bailor |
On the Scene--Talk Good: Best Practices in Speech Deployment Industry experts provide guidance for considering and deploying speech technologies. |
Information Today
September 11, 2008 |
UpdatePower to Deliver BI Content to LexisNexis UpdatePower will provide LexisNexis with services designed to deliver accurate profiles on executives and enhanced company analysis through the LexisNexis family of products. |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
Bank Technology News
December 2001
Amy Newell |
Talking It Up Customers now can conduct their call-center banking by speaking to a computer in everyday language. Long a dream relegated to the realm of science-fiction, the technology is finally ready to go in the real world. But are financial institutions heeding the message? |
The Motley Fool
March 21, 2011
Anders Bylund |
AT&T-Mobile Scares Me Regulators won't like this deal at all. |
PC Magazine
July 2, 2008
Sascha Segan |
The Return of Ma Bell We're headed for a future with only two wireless phone companies. |
PC World
September 2004
Laurianne McLaughlin |
Smart Talk Time for a new cell phone, service plan or both? Use this guide to pick the perfect ones for your needs and budget. |
InternetNews
December 16, 2004
Jim Wagner |
No Static Expected in Sprint-Nextel Deal Industry watchers don't expect any trouble from regulators or competitors when it comes to the proposed Sprint Nextel merger. The two companies announced their "merger of equals" Wednesday after nearly a week of rampant speculation. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
