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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
August 28, 2014
Mike Hennessy |
5 Best Practices for Deploying an Intelligent Virtual Assistant The right technology can help customers, increase sales, and boost your brand. |
CRM
January 30, 2012
Gustaf Sahlman |
Customer Service Gets Smart with Artificial Intelligence Mimicking customer care agents, this technology offers improved customer satisfaction and a healthier bottom line. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
CRM
January 22, 2015 |
8x8 Unifies Telephony, UC, and Contact Center Users with Single Sign-on and Shared Presence A common cloud communications platform tightly integrates 8x8 Virtual Office and Virtual Contact Center users. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
May 20, 2011
Tom Topolinski |
Call Centers Beware Social media and smart technologies are here |
CRM
December 2015
Garrison Wynn |
Do Your Call Center Agents Think They Have a Good Job? Engaged workers will feel connected to the bigger picture |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
HBS Working Knowledge
August 28, 2006
Martha Lagace |
Online Match-Making with Virtual Dates Users of online dating sites often struggle to find love because the sites themselves make it more difficult than it needs to be. To the rescue: Virtual Dates, an online ice-breaker. |
Information Today
July 14, 2008
Lori Bell |
As the (Virtual) Worlds Turn Google released Lively, a public beta version of its much-anticipated three-dimensional virtual world. |
CRM
June 11, 2014
Sarah Sluis |
IBM Watson to Answer Queries on Genesys Platform First integrated call center operation of Watson could go live this year |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
December 2003
David Myron |
Service Revs Up Nissan's Turnaround Getting a better understanding of agent performance enabled Nissan Motor Acceptance Corp. to address problem areas; the results were significant. |
The Motley Fool
July 9, 2008
Anders Bylund |
IBM Moves Into the Virtual World Second Life and IBM just showed that the massive Second Life world can connect to IBM's OpenSim servers. This could be the beginning of open standards that would connect every conceivable virtual reality network to each other. |
InternetNews
January 22, 2007
Michael Hickins |
IBM's Social-Network Experiment IBM announced today that customers will be able to attend its annual Lotusphere conference virtually on Second Life, a 3-D virtual-reality world. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
Science News
June 2, 2007 |
Science Safari: NOAA's Virtual World Players of the virtual reality game Second Life can now soar through a virtual hurricane at NOAA's new site. |
InternetNews
November 13, 2006
Michael Hickins |
Real Cash in $100M Virtual IBM Investment IBM to Announce $100 million investment at Second Life 'Town Hall' Meeting tomorrow. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
PC Magazine
October 28, 2003
Dan Costa |
Virtual Worlds Tired of the real world? Try a virtual one. These sites can have the graphic richness of massively multiplayer online role-playing games but are focused more on social activities and creativity than on dragon-slaying. |
CRM
June 1, 2005
Colin Beasty |
Virtual Contact Centers Need Some Fine-Tuning With recent product enhancements, such as VoIP Virtual Contact Center by Five9 and Siebel's announcement of Siebel On Demand 7 equipped with distribution capabilities for call center management, virtual contact centers are gaining momentum. |
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
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. |
PHONE+
Rebecca Rosen |
Asset Management: Maximizing Your Provider Partnerships Leveraging your carriers' resources to ease or accelerate success as an indirect sales agent. |
CRM
July 2014
Leonard Klie |
iCruise.com Sees Smooth Sailing with 8x8 8x8's Virtual Office and Virtual Contact Center improve operations at the cruise booking site. |
CRM
June 1, 2005
Paul Stockford |
Workforce Optimization's Missing Link Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools. |
PHONE+
May 25, 2010 |
Ethical Dilemma No. 4: First Quote or Ink Wins? Policies for preventing quoting conflicts between competing agents working with the same master agent. |
CRM
December 8, 2003
Jan Kolasinski |
Call Center Performance and Customer Satisfaction Better understanding of the decisional procedures of a call center could provide call center organizations with the level of customer service they have been striving for. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CIO
May 12, 2011
Maria Korolov |
Companies Explore Private Virtual Worlds Alternatives to Second Life provide security while boosting productivity. |
Financial Planning
February 1, 2005
Brent Hicks |
Practice Tips A virtual office doesn't have an actual, physical location. Here are three important practical considerations when setting up a virtual financial advisory office. |
InternetNews
November 13, 2009 |
IBM Debuts Virtual Server Security App IBM on Friday jumped on the virtualization security bandwagon with the release of Virtual Server Security for VMware vSphere, an application designed to secure workloads running on virtual servers. |
CRM
February 2010
Christopher Musico |
Stressed and Distressed Under-appreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension - and raise satisfaction - on both sides of the call. |
Knowledge@Wharton
September 24, 2003 |
In Norrath, Tattoine and Rubi-ka, Just What Are Your Legal Rights? Even though virtual worlds are nothing more than code residing in banks of computers, what goes on in them poses challenges to our notions about the nature of property, the legal rights of players in virtual worlds and even the presumed boundary between the real and the imagined worlds. |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
PHONE+
September 14, 2009
Cara Sievers |
The Softer Side of PRM Telecom's indirect channel, vendors and their partners continue to see value in building and nurturing their relationships outside of mass e-mails, order submission platforms and partner portals. |
Bank Technology News
February 2009
Bob Craig |
Virtual Collections Lead to Reduced Loan Charge-offs With consumer delinquencies on the rise across-the-board, smart financial institutions are employing innovative, virtual collections technology to decrease charge-offs and have a significant impact on their income statements. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
Fast Company
July 2009
Michael Fitzgerald |
Boomtown Virtual goods, such as avatars and Facebook gifts, are attracting major brands, celebrities, and venture capital. The money is real. |
IEEE Spectrum
June 2012
Rachel Courtland |
Virtual Currency Gets Real Will Facebook Credits and other social scrip challenge government-backed currencies? |
PC Magazine
November 29, 2006
Sebastian Rupley |
NeoNews Katie Couric, look out. Here come the virtual news anchors. |
BusinessWeek
November 20, 2006
Steve Hamm |
Palmisano Gets A Second Life IBM is embracing the virtual world of avatars - and other big companies are close behind. |
PHONE+
January 12, 2010 |
Can An Agent Survive on Referrals Alone? Referrals can be a great way of building a business and should be a part of any sales process, but a business will not be able to grow on referrals alone. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
The Motley Fool
February 17, 2006 |
Choosing a Real Estate Agent How should you go about choosing a real estate broker or agent? Don't just sign up with the one who promises you the highest price for your house. Here are a few tips. |
Energize
January 2014
Susan J. Ellis |
Virtual Volunteering Revisited Some people will volunteer solely online, others will combine a virtual component with an onsite placement, and others may do their service totally hands on. |
