Wells Fargo has fixed a computer problem that left many of its Web banking customers unable to access their accounts over the weekend. The problems were first discovered Sunday afternoon, and the bank said all services had been restored as of early Tuesday, though some information was expected to ta...
Companies are increasingly faced with the challenge of how to leverage the large amounts of data available in the contact center. The data is accumulated through customer management systems -- CRM, SFA, ERP and order fulfillment -- and interactions with the customer. Even though providing consistent...
Determining the right combination of people, processes and technologies is critical to the effectiveness of the virtual call center -- a call center that functions in every respect as a single logical entity with agents that are physically distributed across multiple locations. An integral piece to ...
Call centers for PC companies placed dead last in customer satisfaction in a survey released Tuesday by an international consulting group. The Ann Arbor, Mich.-based CFI Group found PC call centers scored a 64, the lowest customer satisfaction score of all the industries surveyed. "Scores in the six...
Broadband providers have been pushing so-called triple play offerings as a means to fatten their coffers, but those services are also contributing to increasing support costs and drooping customer satisfaction. "The competitive environment that characterizes today's broadband and value-added service...
Open source CRM vendor SugarCRM is adding service-related capabilities into its product line now that it has solidified its hold on marketing and analytics. The firm just released Project Management for its Sugar Professional and Sugar Enterprise product lines. In April, it will be announcing the av...
Salesforce.com's Spring '07 release, specifically the AppSpace product, is being hailed as a quantum leap forward in functionality that will support users in fulfilling their corporate missions. AppSpace, which hasn't been activated as yet, is a new product that provides users with a place to engag...
SugarCRM, a provider of commercial open source CRM software, is expanding its reach to Europe -- an essential step for any small, high growth software company more than a few years old. The company is opening its European headquarters in Dublin, Ireland. Company cofounder Clint Oram will be the gene...
Business intelligence is a fast-growing segment area in the on-demand market. BI solutions help enterprises track performance, understand business drivers, and manage an organization's overall operations. "BI is a large, complex set of technologies, processes and methodologies that address all of th...
SugarCRM, a provider of open source CRM, has added multi-channel marketing and business analytics functionality to its Sugar Open Source, Sugar Professional and Sugar Enterprise product lines. This development is welcome news to the group of companies that are investigating open source as a viable a...
A survey of online banking illustrates how banks can cement brand loyalty and even increase market share through a thoughtful redesign of their online channel. The survey was one of three extensive research studies released by Keynote Competitive Research, measuring the performance and competitive ...
Most people can visualize the classic customer service environment: hundreds of agents sitting side-by-side in a large contact center, all working off the same script, working the same shifts and being monitored in the same manner. The mass media has reinforced this vision of customer service facili...
FrontRange has upgraded its HEAT Service and Support, a help desk and external customer support tool, for the first time since the beginning of last year, excluding the handful of patch versions the company has issued since then. This version, release 8.4, focuses on improvements to the user interfa...
SAP Business One will incorporate new e-commerce and CRM capabilities from the company's recently completed acquisition of Praxis Software, a privately held SAP Business One partner whose software allows users to set up online stores. The new functionality will also augment Business One's existing C...
Salesforce.com is venturing into the partner relationship management space with the release of Partnerforce, Salesforce Partner Edition. PRM, a software category related to CRM, focuses on connecting and maintaining relationships with direct and indirect partners instead of customers. Processes supp...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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