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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
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
August 18, 2015 |
Oracle Updates Service Cloud and Oracle Social Cloud The latest releases of Service Cloud and Social Cloud enable brands to leverage social channels and self-service communities to expand customer engagements and business insights. |
Information Today
June 2002
Donald T. Hawkins |
The Search Engine Meeting 2002 For anyone interested in search engines, this annual meeting is a major event on the conference calendar and should not be missed. The quality of the presentations is very high, as is the content... |
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
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. |
ONLINE
Sep/Oct 2010
BeDell & Trudell |
Does Taxonomy Matter in a New World of Search and Discovery In a Google world, even information professionals wonder if the traditional library information sources' reliance on controlled vocabularies remains a viable, worthwhile, and cost-effective strategy. |
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. |
CFO
January 1, 2005
Karen Bannan |
Ernestine, Meet Julie Natural language speech recognition is markedly improving voice-activated self-service. |
CRM
September 26, 2014
Jake Wobbrock |
Changing Consumer Behaviors Make Self-Service Growth Inevitable To give today's customers what they want, help them help themselves. |
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. |
CFO
July 1, 2005
John Edwards |
Help Yourself Customer self-service is finally catching on with consumers -- and saving businesses a bundle in the process. |
D-Lib
June 2009
Mestl et al. |
Time Challenges - Challenging Times for Future Information Search It is hard to predict what the major challenge in search will be 100 years from now. |
CRM
October 2012
Leonard Klie |
In High Tech, Social CRM Is All the Rage Technology vendors tap into social media and online communities to let customers serve one another. |
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
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
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. |
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? |
Searcher
October 2000
Stephen E. Arnold |
The 'R' Technology Revolution: Relationship, Research Revenue Single letters are the marketer's touchstones. We have the ubiquitous "e" used in company names, and, as one pundit exclaimed, "E-nough." We want to focus on "R" --- relationship technologies gathering research to produce revenue... |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Self-Service While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin. |
CRM
May 2010
Lauren McKay |
From Infection to Deflection An antivirus company turns pro-self-service. |
CRM
June 2012
Leonard Klie |
Modern Medicine: A Marketing Headache When it comes to customer self-service, the medical industry is far ahead of many other verticals in its use of technology, but customer use of those options is still far from prevalent. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
Bank Systems & Technology
March 29, 2006
Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
Linux Journal
July 2000
Linley Gwennap |
Voice Recognition Ready for Consumer Devices This looks like the year that voice recognition finally reaches the mainstream. |
Wired
May 2000
Paul Spinrad |
Say Anything Machine translation gets a lot of lip service, but building machines that communicate using human languages has proven tricky. Now decades of R&D are finally paying off. |
ONLINE
March 2001
Katherine C. Adams |
The Web as Database New Extraction Technologies and Content Management... |
