Monitoring consumer behavior during these uncertain economic times is crucial. Financially insecure and nervous individuals have a myriad of options available to them, but are fearful and unsure of what steps to take. This said, the downturn presents opportunities as well as challenges for Financial Services (FS) providers.
Philippine telecommunications company, Globe Telecom, has chosen Amobee Media Systems to deliver ad serving and mediation for both of its Internet and mobile channels. The deployment marks the first time a uniform ad serving and campaign management platform has been selected to address both channels simultaneously.
Zoho has added Zoho CRM and Zoho Projects to the Google Apps Marketplace, Google’s recently launched online storefront for Google Apps products and services. From a central location, millions of Google Apps users can now subscribe to and access Zoho business applications, which are tightly integrated with Google Apps.
Starwood Hotels & Resorts Worldwide, Inc. unveiled its first in-hotel Cisco TelePresence meeting suites with a virtual, interactive meeting spanning across two continents. The W Chicago City Center and Sheraton on the Park Sydney are the first in Starwood’s global portfolio to introduce the new meeting facilities, showcasing the state-of-the-art Cisco TelePresence technology.
The contact center is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology continues to have a huge impact.
Sybase 365 has recently expanded its portfolio of mCRM tools and services, enabling enterprises to engage customers throughout the entire customer lifecycle, using the mobile channel.
Convergys Corporation is entering into a global strategic relationship with Microsoft Corp. to deliver the Convergys Smart Communications Suite powered by Microsoft. Currently under development, the solution will provide a comprehensive next-generation business support system (BSS) that dramatically improves the customer experience
Punjab and Sind Bank (PSB) has signed a 10-year contract for comprehensive IT outsourcing services with Wipro Ltd. The strategic partnership is to enable centralized banking operations for PSB branches spread across the country.
SAP AG recently announced the SAP BusinessObjects BI OnDemand solution. Targeted at casual BI users currently underserved by products on the market, the solution will deliver a complete BI toolset in one flexible offering. Its ease-of-use also will allow them to be up and running with no prior experience or training.
A leading U.S. wireless operator has signed a contract for Convergys Intelligent Credits Solution, part of Convergys’ Intelligent Automation portfolio. By using Intelligent Credits to improve the process of issuing customer credits, the company can drive significant cost savings while increasing the satisfaction of its customers.
Knowledge Central Multiple
Knowledge Central
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
To achieve their primary objective of reducing operational costs while improving customer serivce, Telkomsel chose Sword Ciboodle to revolutionize their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
Paul Greenberg, President, The 56 Group evaluates CRM options that are Mac and iPhone compatible.
