Call Center went to industry luminaries and thought leaders for insight into the most important technological issue of the day -- the modern call center's transition to IP call routing. What is happening? How will it affect operations? Here's what the experts think.
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Wednesday, 21 June 2006 |
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Driven by significant gains in license and maintenance revenue, worldwide customer relationship management (CRM) total software revenue totaled $5.7 billion in 2005, a 13.7 percent increase from 2004. |
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Thursday, 15 June 2006 |
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The wallet is not top of mind while shopping online, according to the annual Top 40 Online Retail Satisfaction Index produced by ForeSee Results and FGI Research. |
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Friday, 09 June 2006 |
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Cross- channel and life cycle customer service has slowed down in the first quarter of 2006 after a strong Q4 2005, according to a recent report by the Patricia Seybold Group. |
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Friday, 02 June 2006 |
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If you're looking for a great viral marketing idea, perhaps you need look no further than the humble, under-funded customer service department. |
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Monday, 15 May 2006 |
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Call Center 2.0 is not about technology only; it's about state-of-the-art customer relations and determining the best way to put the customer first. It amounts to mass customization of customer contact -- the ability to make every customer feel special. |
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Monday, 01 May 2006 |
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According to new research from Unisys Corporation, business and IT executives in large enterprises realize that the future depends on customer satisfaction. |
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Friday, 21 April 2006 |
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Better technology integration and closer attention to customer needs rank among the best-in-class behaviors of distributors. |
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Thursday, 20 April 2006 |
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The report shows Expedia leading and Travelocity gaining ground in the competition for online bookings, while at the same time consumers are less satisfied generally with the experience provided by hotel and lodging sites. |
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Wednesday, 29 March 2006 |
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Simply automating systems does little more than aggravate customers. Rather, automation needs to be personalized and handled correctly in order to satisfy both customer and company. In fact, a new report by Jupiter Research reveals that static self-service content actually exacerbates cost-intensive agent call volumes. |
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Tuesday, 28 March 2006 |
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