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CRM
April 1, 2006
Colin Beasty |
Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money.   |
CRM
December 5, 2013 |
Frost & Sullivan Says Increased Functionality Driving Contact Center Systems Sales in EMEA In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa. |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
August 2005
Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
CRM
April 17, 2012 |
Social Media Is Impacting Today's Contact Centers Frost & Sullivan research finds that most firms are still struggling with how to contact customers via this medium. |
CRM
December 7, 2012 |
Latin America's Contact Center Market Is Booming Adoption of interactive voice response and agent performance optimization systems is increasing. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
