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Many people don't realize that a revolution is taking place in the contact center as a result of self-service. Interactions that require standard scripting and basic answers are now being handled as self-service via the Web, or speech-enabled interactive voice response systems (IVRs). |
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Tuesday, 19 September 2006 |
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While larger businesses often conduct detailed TCO studies to evaluate their purchases -- leveraging data from high-priced market research firms -- SMBs often do not have that luxury. |
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Wednesday, 30 August 2006 |
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Most consumers who use the phone to communicate and have contacted a company via their contact center have probably heard the recorded message that their call may be monitored for training purposes. |
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Wednesday, 30 August 2006 |
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Firms have begun to respond to customer demand for quicker replies, strengthening brands and relationships in the process. |
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Thursday, 24 August 2006 |
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Online surveys are becoming more popular and easier to use, and while their ability to find out exactly what customers want promises a goldmine for CRM, their real potential is not always tapped. |
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Tuesday, 22 August 2006 |
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Today, more and more IT departments consider on-demand technology both as a viable alternative to premise-based solutions and an important tool to gain competitive advantage. |
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Tuesday, 22 August 2006 |
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Today’s leading companies are looking to technology to help engage customers and enhance the customer experience. The problem is too many companies start with the technology first. |
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Tuesday, 15 August 2006 |
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New customer service technologies are failing to improve customer satisfaction, according to a new study. |
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Wednesday, 09 August 2006 |
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At 1-800-FLOWERS.com, almost any job opening has several experienced applicants ready to hit the ground running. And you think your company has a handle on succession planning? |
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Tuesday, 08 August 2006 |
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Presence capabilities in a VoIP system make it clear who is available by phone or IM, and the combination of these features with built-in voice, Web, and videoconferencing makes it simple to fire up an ad hoc collaboration session for far less money and effort than when using outside conferencing services. |
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Friday, 04 August 2006 |
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