Contact center operations are constantly under scrutiny. They're complex, they're expensive to run, and employee retention and training can be problematic, to say the least. Contact center managers have a never-ending desire to streamline operations to keep spending in check. If they're not focusing...
Remember the bad old days of customer self-service? Automated systems would present you with five or more different options -- any one of which could lead to five or more other options. With touchtone systems, accidentally pressing the wrong number at a prompt could result in instant death by discon...
Driven by competitive pressure to improve the customer experience, organizations are moving toward an online self-service model that pushes the boundaries of electronic information presentation, or e-presentment. Yet as they embrace this model, new challenges await, including how to ensure customer...
In today's online environments, a bad customer experience can become visible more quickly and have more lasting consequences than ever before. More and more customer interactions are taking place online, thanks to a combination of factors that make the Web an attractive place for doing business: spe...
For decades, companies have leveraged technology with the twin goals of reducing the cost of customer support while improving its quality and dependability. This is reflected in the significant investments many organizations have made in providing information, products and services through self-serv...
It may be as sexy as grandma's underpants, but data is the foundation upon which everything else is layered. Without the right support underneath, the fat will roll over your margins, creating an unsightly, unseemly, unprofitable business bulge. "While it sounds a little boring, managing data as the...
Driven by the housing market landslide and seizure of the global credit markets, economies the world over have slipped into retrenchment and recession. Many organizations are tightening capital and expense budgets, closing locations, shortening hours or reducing staff. Still others are tempted to re...
With an attractive force akin to the massive black hole at the center of the galaxy, online social networks have pulled into their orbits scores of new startups searching for profits. The target: eyeballs. Last January, Facebook totaled 68 million unique visitors and 1.1 billion page views, and MySp...
We all know that simply allowing customers to purchase products and services through your company's Web site isn't enough anymore. Now accustomed to second-generation Web technology, most customers no longer will choose to spend time at self-service sites that can't provide the customized, specific ...
By any measure, SaaS vendor RightNow Technologies closed the year on a high note, completing seven million-dollar-plus deals in the last quarter. In fact, CEO Greg Gianforte told CRM Buyer, "our sales teams delivered the highest total bookings in any quarter over the last two years. In the current e...
For the last few years, Amdocs has been introducing modules, or "packs," to customers. These are packaged applications that are equipped with features that address a specific task or functional area and are designed for fast implementation. This strategy was on display last week when Amdocs rolled o...
Chris Formant, president of Avaya Global Services, has been on the job since March 2008. It is no small irony that one year ago he was tasked with the assignment of strengthening the services group's financial and operating performance -- a significant undertaking, given that the services division t...
Memo to telecom service providers: "We never thanked you, but you did a great job offering us consolidated billing. It is hard to remember now, as for the last few years you have been so aggressive in promoting bundled services, but five years ago, this was a major pain point. Three bills for ISP, c...
"Smart" shopping carts have been around for a while, but until recently, they haven't managed to gain much traction. Now, some momentum is building, according to proponents of the computer-rigged market baskets that -- with a swipe of a card -- can flash an alert that a customer's favorite brand of ...
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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Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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