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CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today.   |
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. |
CRM
November 1, 2006
Coreen Bailor |
Speech Recognition Leads to R&R Fluency Voice Technology helps a travel services company provide its customers with more communication choice. |
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
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
April 2011
Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
CRM
September 1, 2005
Coreen Bailor |
Accommodating Customers With Automated Agents Wyndham International selects Voxify Automated Agents to provide callers with a consistent customer experience. |
CRM
February 1, 2008
Donna Fluss |
2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome. |
CIO
October 15, 2001
Fred Hapgood |
Look Who's Talking After a decade of deafness, speech interfaces finally are ready to listen... |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CIO
November 14, 2012
Kim S. Nash |
Avis Installs a Smarter Voice-Response System The rental-car company rolls out a voice-response system with tailored menus that anticipate what the customer will want to do next. |
CRM
October 2013
Leonard Klie |
Voice Biometrics Builds a Business Case Advances in speech security have made it more feasible and reliable as a call center tool. |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CRM
November 16, 2010
Koa Beck |
LiveVox Announces VoIP Agent@Ready VoIP Agent@Ready is a cloud-based inbound/outbound contact solution and supports telephony infrastructure with "hunt" groups of greater precision. |
CRM
May 1, 2006
Colin Beasty |
Centering Operations on the Customer Although the contact center continues to be used in the strategic vocabulary of C-level executives, a new study also found that contact centers aren't doing a good job putting their plans into practice. |
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. |
CRM
February 2004
David Myron |
A Leap of Faith Sometimes implementing a CRM technology means taking a significant risk. |
CFO
January 1, 2005
Karen Bannan |
Ernestine, Meet Julie Natural language speech recognition is markedly improving voice-activated self-service. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CIO
July 1, 2003
John Edwards |
Smooth Talkers Speech integration technology gives customers and employees convenient access to back-end data. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
InternetNews
December 15, 2010
Stuart J. Johnston |
Google Giving Voice Search a Personal Touch Search giant updates its voice-recognition technology to record and identify people's speech patterns and tones to build individualized models for users. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
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. |
| PHONE+ |
Back to Basics: Channel Partners Fact Book 2011 An editorial regarding the inspiration and intention of the Channel Partners Fact Book guide for telephony agents. |
CRM
December 2014
Leonard Klie |
The Role of Wearables Expands in the Call Center Computer-connected headsets could seamlessly link agents and supervisors. |
Global Services
November 29, 2007 |
The Future of Contact Centers The ideal contact center of 2010 will be a profit center, with primary revenue-generation responsibility, with growing revenues coming from Gen. Y consumers who are interacting using technology. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
May 2013
Leonard Klie |
Toronto's Nerve Center Provides Easy Access Canada's largest city improves customer service with Toronto 311. |
Inc.
October 2005
David H. Freedman |
What's Next: Service With a Smile. Really. How technology ruined customer service - and how three start-ups plan to rescue it. |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
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
April 1, 2007
Coreen Bailor |
Winnowing Customer Care Woes Craft applications with touch-tone and speech-enabled IVRs based on customer needs. |
CRM
July 2015
Leonard Klie |
Conversational Computing Strives to Meet the 'Star Trek' Standard Speech technology, combined with artificial intelligence, will enable people to interact with machines in a natural way |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
CRM
February 2003
Jason Compton |
A Little Technology Goes a Long Way New tools enhance call center agent productivity. |
CRM
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
CRM
September 1, 2007
Denis Pombriant |
Back to the Drawing Board The real problem with contact centers runs deeper than you might think. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
June 1, 2004
Chris Selland |
Offshore Versus Onshore Contact Centers As long as the service is good, does the customer really care? |
CRM
November 2, 2012 |
Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market. |
InternetNews
March 22, 2004
Erin Joyce |
IBM Chatting up VXML Toolkits IBM is rolling out upgraded software, tools and technologies aimed at easing speech applications into an enterprise's infrastructure. |
Bank Systems & Technology
August 31, 2004
Maura K. Ammenheuser |
Banks Hear Customers Loud and Clear By leveraging speech technologies, banks are improving customer service and cutting costs. |
