News Today
CosmoCom and Eason Tech deploy unified call center solutions for finance and telecom sectors
Vodafone taps Convergys to upgrade billing systems
Airlines makes email marketing program more effective
Pravega rolls out free CRM and email marketing app for SMBs
Food chain reaps benefits of customer service intergration project
Frontpage Content by Category with Image
Enterprise Content Management is not a nice to have technology but something companies must consider as part of their long-term strategy. Joyce Hostyn, director of Customer Experience at Open Text, offers four steps to ensuring a successful approach to deploying ECM.
Excerpted from Technology and Customer Service: Profitable Relationship Building, by Paul R. Timm. In these tips, you'll find out about four tools of technology -- call centers, help desks, CRM and websites -- that can help you attract and retain customers. Discover ways to use these common customer contact methods to your best advantage. Tip #3 covers CRM software and deployments, and the potential impact on customer loyalty.
Firms use CRM solutions to manage customer information, but digging deeper into the mine could reveal something a lot more relevant than what companies already have.
Frontpage Content by Category with Image
For Jay Topper, senior vice president of customer success for Rosetta Stone, the biggest worry when the company launched an initiative to provide customer service over Facebook was staffing.
New technologies such as the Internet provide easy access to tremendous amounts of information, and people have been taking advantage of that to become smarter shoppers. They are using digital technologies to gather information, to find competing products, and to talk to other customers. Increasingly, they are using the Internet to avoid pushy marketers and to help them make their own purchasing decisions. The Internet is a great enabler of customer power. What many hoped would happen with the Internet is actually occurring, and it will change how you do business.
For most people, fulfilling basic needs is easy to accomplish. Increasingly, customers value opportunities to reduce stress in their lives; moreover, they want to become engaged in meaningful experiences and to become immersed in authentic relationships. When a business offers an emotionally and psychologically fulfilling experience, customers will scrimp elsewhere to enable them to splurge on the desired offering. They do so because of the total experience, not just the product.
Frontpage Content by Category with Image
Gary Barnett, chief technology officer at Aspect Software, discusses voice portal, the first application likely to be deployed in the cloud that has direct benefit to the call center.
Bernard Tsang, director of customer relationship management at CSL Hong Kong talks about how Hong Kong's oldest mobile operator uses CRM strategies to expand or deepen its relationships with customers to reduce customer churn.
Frontpage Content by Category with Image
Years after Lou Gerstner left IBM after successfully resurrecting the company, IBM appears, once again, on the growth acquisition path. But its recent acquisitions suggests that the company may be shifting to enterprise applications. Is IBM entering the hotly competitive CRM software space?
Frontpage Content by Category with Image
The IT / BPO industry is consistently evolving and has moved from outsourcing primarily for cost benefits to gaining strategic importance in business for clients and users of IT / BPO services. Similar to other industries such as manufacturing, IT / BPO industry operates on a delivery model with the objective of utilizing resources from different regions to optimize delivery of services.
Recent popular content
Knowledge Central Multiple
Knowledge Central
This white paper examines six challenges, or imperatives, that every chief sales officer faces in the current environment, and provides recommendations on how to most effectively address and convert these obstacles into opportunities and competitive advantage. Whether it’s the challenge of driving growth in a difficult economy, increasing sales capacity with the same or fewer resources, or embarking on a sales transformation, enterprising chief sales officers can deploy proven methodologies and technologies to increase sales effectiveness and drive business success.
There are many CRM solutions available in the market today. How do you decide which one is right for your business and then continue to reap the benefits of the solution after implementation? This Oracle white paper offers five tips for helping mid-size companies determine the right solution for their business, including better ROI across the entire enterprise.
When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
