Call Center Banner Stats

Technology
426 results
of 39
Contributor: Book Review
Posted:
By Bill Price and David JaffePublished by Jossey-Bass on March 21, 2008.With customer satisfaction and customer loyalty levels flat or declining in most industries, companies are scrambling to find solutions that meet short term necessities and provide lasting change. In The Best Service is No Service, Bill Price and co-author David Jaffe describe... Full Content »
Contributor: Book Review
Posted:
The ‘90s were about the World Wide Web of information and the power of linking web pages. Today it’s about the World Wide Web of people and the power of the social graph. Online social networks are fundamentally changing the way we live, work, and interact. They offer businesses immense opportunities to transform customer relationships... Full Content »
Contributor: Paul Greenberg
Posted:

A social revolution in how we communicate has taken place in recent years. Smartphones, social web tools, and the instant availability of information in an aggregated and organized way provide real-time intelligence to customers, not just the enterprise.

Social CRM is critical to business success in today's hyper-connected environment.... Full Content »
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The pressure to boost customer satisfaction with less funding is increasing as companies are looking for new ways to differentiate their services and reduce customer churn. To get ahead best-in-class support organizations are using technologies that help increase first call resolution and create more loyal customers.

Attend New Strategies for... Full Content »
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You spend countless hours watching webinars, reading articles and working with customer management consultants.  But are you seizing one of the most effective opportunities for lowering costs, improving organizational efficiency and driving customer satisfaction?

Machine-to-machine (M2M) technology is more than a mere innovation project... Full Content »
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It’s a tall order. Unilever’s contact center handles approximately 3.5 million contacts annually on hundreds of products used by consumers in the U.S., Mexico and Canada. The Consumer Services group supports and provides consumer insights for over 90 brands—ranging from Dove® to Klondike® to Axe®.  Product and... Full Content »
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Pew Research states that 55% of adult mobile phone owners access the internet on their phones, a figure that doubled in three years. In addition, global mobile internet traffic has now reached about 10% of all internet traffic, according to Mary Meeker of Kleiner Perkins.

So whether or not your organization has a mobile strategy, mobile is... Full Content »
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360'CRM's specialized IT solutions enable measurable Customer Experience improvement as well as bottom-line efficiency gains across the enterprise value chain; from initial Customer Contact through End-Results Reporting. This complimentary webinar higlights the following case studies:


ATA-SRO Certification Process

Best... Full Content »
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Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With brand service being secretly monitored and then publicly reported on by the likes of Nielsen and STELLAService, and social customers skewering businesses and organizations for PR or service gaffes as they happen, organizations of all sizes... Full Content »
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“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine.” – Jim Davies
 
Be the first to hear Jim Davies, Gartner Research Director within its CRM Practice,demystify the magic in Speech Analytics and answer your burning questions on:


What are the... Full Content »
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No one wants to be left in the dark when it comes to customer service. Too often, customer service agents are bombarded with questions like “Where’s my order?” or “Why is my power out and when is it coming back on?” Those calls can prove costly and time-consuming to call centers. There is an alternative –... Full Content »
426 results
of 39
Posted: Thu, 08/20/2009
Interview with Advisory Board Member John Cushman, VP Business, AT&T at the 2009 IQPC Customer Experience Summit

Is your customer experience making you money or costing you money? Are you a customer-centric leader who understands that engaged customers make a positive bottom-line impact? Hear from John Cushman, VP Business at AT&T about the business direct portfolio, and how they were affected by the economic impact. Cushman and his team looks at the us Full Video »
Contributor: Blake Landau
Posted: Sun, 02/22/2009
PodcastImage
Microsoft’s Ashish Singru knows status quo marketing is no longer acceptable. Evolved brands, which are effectively forging relationships with consumers, as well as creating relevant engaging messages and unique customer experiences, are abandoning the traditional broadcast model and are now dominating the Web 2.0 terrain. Learning about Full Podcast »
Contributor: Jeremy Whyte
Posted: Tue, 02/17/2009
Jeremy Whyte
It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes,... Full Column »
Contributor: call center week
Posted: Tue, 08/25/2009
call center week

Technical support is an inherent part of the customer experience for many businesses, and how well that service is delivered can have a profound and lasting effect on the customer’s willingness to buy again in the future. New call center research from Vocal Laboratories (Vocalabs) validates the impact of phone-based customer service on cust Full Sector Report »