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CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Interaction Management A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.   |
CRM
October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Self-Service RightNow Technologies holds onto its top position this year. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector. |
CRM
August 2005
Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
April 1, 2006
Colin Beasty |
Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money. |
CRM
April 1, 2005
Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
CRM
March 2010
Jessica Sebor |
The 2010 CRM Service Awards: Service Leaders - Contact Center Search RightNow Technologies continues to deliver consistent value to customers, and continues to focus not just on developing software but on thought leadership to help its customers get more value from their software investments. |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
March 2010
Christopher Musico |
Email Management You've Got Mail: Despite fits and starts, many still believe email management solutions can deliver on their promise. |
CRM
September 1, 2005
Coreen Bailor |
Email Response Times Lag Still Many organizations are failing to capitalize on email, allowing sluggish response times to customer inquiries. This runs the risk of tarnishing customer relationships. Companies are nowhere near responding to the channel like they should. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Contact Center Search Of the billions of customer service calls that remain unresolved every year, many are the result of companies choosing the wrong contact center search solutions for their needs, analysts agree. |
CRM
April 2008
Marshall Lager |
The 2008 CRM Service Awards: Contact Center Search In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
May 17, 2012 |
Oracle Pairs RightNow CX Cloud with Fusion CRM The pairing allows companies to bring customer experience and sales force automation together in the cloud. |
CRM
August 2010 |
Market Leaders: Sales Force Automation It's no surprise that Salesforce.com waltzed off with the win for the fifth year running. |
CRM
August 2010 |
Market Leaders: Enterprise Suite CRM Salesforce.com still managed to retain its crown for a second year. |
CRM
May 3, 2004
Lisa Picarille |
Market Watch: Improving Self-Service Results With Search Capabilities Many companies are including search capabilities on their sites because searching is becoming the preferred method of finding information on the Web. |
InternetNews
May 7, 2004
Ron Miller |
InQuira Doubles Deployments, Releases New Version New features include improved multi-lingual support, Siebel 7 integration, a new 'dictionary builder', and automated e-mail response functions. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
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
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
June 1, 2006
Coreen Bailor |
Kana Comes Home Perhaps CEO Michael Fields's most intriguing decision was to bring outsourced engineers back in-house at Web self-service specialist KANA Software. |
CRM
October 2003
Ginger Conlon |
The Great Service Debate Used properly, self-service applications can enhance the buyer-seller relationship. |
Inc.
February 2008
Darren Dahl |
What Seems to Be the Problem? Self service gets a tune-up. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
July 29, 2011
Leonard Klie |
Oracle to Buy InQuira Oracle has entered into an agreement to acquire InQuira, a provider of service knowledge management software that supports Web self-service and agent-assisted service. |
CRM
April 16, 2013
Kelly Liyakasa |
KANA Software Goes After "Transformational" Enterprise Deployments KANA Enterprise software is tailored for an omnichannel customer experience. |
CRM
May 2010
Lauren McKay |
From Infection to Deflection An antivirus company turns pro-self-service. |
CRM
October 2011
Esteban Kolsky |
New Paradigms Bring Value to Knowledge Management The focus shifts from managing knowledge to empowering people to respond, as seen in online communities. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
CRM
May 1, 2007
Jessica Sebor |
Gaining Altitude JetBlue implements a Web self-service solution to power customers to field their own questions and let agents focus on the human touch. |
CRM
October 24, 2011
Judith Aquino |
Oracle to Acquire RightNow Technologies The $1.5 billion deal to acquire RightNow Technologies is part of an aggressive move to offer more cloud solutions, Oracle says. |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
CRM
May 2007
Coreen Bailor |
Yackety Clack Text chat is no longer exclusively for the tech-adept, buddy-list teen set -- it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts. |
CRM
June 2007
Coreen Bailor |
Wise Guide Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs. |
CRM
December 2011
Aquino & Klie |
Oracle to Acquire RightNow Technologies The $1.5 billion deal is part of an aggressive move to offer more cloud solutions, Oracle says. |
CRM
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
CRM
December 2006
Marshall Lager |
The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes. |
