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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
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 2010
Lior Arussy |
Book Excerpt: The Tribal Experience Customers may be newly empowered, but they still want to be delighted. Can you still deliver? |
CRM
May 2010
Lior Arussy |
Putting the 'Self' in Self-Service 2.0 The real revolution is enabling customers to define their own interactions. |
CRM
April 1, 2005
Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
Entrepreneur
July 2002
Mark Henricks |
"Self" Respect You can't deny consumers their desire to do everything themselves. |
Bank Systems & Technology
March 29, 2006
Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
August 2010
Lior Arussy |
When Customer Experience Matters Most An eruption of volcanic ash leads to an eruption of service mistakes. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
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
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
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
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
July 12, 2011
Leonard Klie |
Avaya Adds to Its Aura Contact Center Suite New contact center products enable companies to compete more effectively through personalized customer experiences across media channels. |
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
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
February 1, 2007
Evans et al. |
Keeping the Store Information-based marketing programs deliver real value without companies having to spend millions. |
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. |
Bank Systems & Technology
November 3, 2009
Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
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
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
Bank Systems & Technology
March 3, 2009
Maria Bruno-Britz |
Fifth Third is Awarded Two-Character Mobile Domain Name Fifth Third Bank is one of the first companies to receive a two-character mobile Internet address, something it says will help retain consistency between its Web and mobile banking channels. |
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? |
Wall Street & Technology
June 23, 2008
Melanie Rodier |
SOA Threatens Security With customers accessing systems themselves through Internet banking and other self-serving channels, core systems are vulnerable to security threats. |
Bank Technology News
March 2005
John Adams |
Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one. |
Bank Technology News
September 2004
John Adams |
Automation: Workforce Management Is Getting Warm and Fuzzy New strategies in human resource technology are focused on fostering worker comfort and loyalty. As an example, the article looks at Workbrain, which is used by Wachovia. |
CRM
May 2004
Barton Goldenberg |
Customer Self-Service: Are You Ready? A new generation of customers want service on their terms. Here are five self-service stragies. |
Bank Systems & Technology
October 28, 2004
Peggy Bresnick Kendler |
Contact Centers It is critical for banks to have well-trained contact center personnel and to implement the latest self-service and voice technologies. |
CRM
September 13, 2011
Leonard Klie |
Nuance Builds Out Its Mobile Advantage Portfolio The new solutions are designed to steer customers to mobile smartphone apps for self-service. |
CRM
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
HBS Working Knowledge
July 25, 2011
Maggie Starvish |
Customer Loyalty Programs That Work Successful retailers connect with customers via loyalty programs at three levels starting with an introduction, followed by a retailer-initiated communication, and finally with customer- or retailer-initiated feedback loops. |
Bank Systems & Technology
May 3, 2005
Deena M. Amato-McCoy |
Creating Virtual Value By integrating business channels, consolidating customer histories and beefing up security, banks are improving their online offerings to provide customers with all the conveniences of branch banking in the comfort of their own homes. |
Bank Technology News
October 2008
Anthony Malakian |
CRM the Top Priority Looking to grab marketshare, many institutions plan to throw money at customer relationship management and sales automation solutions over the next two years. |
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
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
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
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
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
January 1, 2006
Lior Arussy |
Is Your Product Really That Great? Loyalty programs won't work if a company's core product or service is perceived to have little or no value. |
CRM
March 2012 |
The 2012 Rising Stars Any business that has survived - and even grown - in the past year's difficult economic climate deserves recognition and no less than a few kudos. |
Fast Company
April 2004
Charles Fishman |
The Toll of a New Machine Is automation the face of the jobless recovery and will it make service better for workers and customers alike? |
Bank Technology News
January 2007
John Adams |
Branch Automation: Helping Customers To Help Themselves Buoyed by the success of user-driven automated service at airports and supermarkets, firms like Source Technologies and NCR are selling the idea to financial firms. |
CRM
August 1, 2006
Coreen Bailor |
On the Scene: G-Force 2006--Model Maturity Many organizations struggle to communicate with customers across channels and departments. Looking at metrics is essential to improving performance. Here are highlights of a contact center capability model. |
