Wednesday - December 31, 2008
For many e-tailers, online chat is a closer. Packaged and offered up to site visitors as a service, it provides an opportunity to close a sale when an uncertain customer wavers. Retailers were early adopters of this technology precisely because of the distinct return on investment, Conversive CEO Robert Williams told CRM Buyer. There are signs that the use of chat technology may be expanding to service operations that aren't directly related to closing a sale.
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Tuesday - December 30, 2008
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, cable and telephone, and usually three different due dates as well."
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Monday - December 29, 2008
This summer, Bob Lyons was tapped to lead Avaya's contact center division. The new general manager and vice president of customer service applications joined the company at a crucial time. It was in the midst of reorganizing its operations around three business units: the contact center, unified communications, and small and mid-sized business applications.
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Tuesday - December 23, 2008
First, the caller screamed about not receiving her unemployment check. Then, she began hurling F-bombs in a breathless barrage of profanities until claims rep Dale Whitman, unable to ascertain her problem or to quell her outburst, hung up. "I felt bad for her, but she wouldn't calm down and she had actually cheated her way in through the foreign-language line," said Whitman.
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Saturday - December 20, 2008
Dear Mr. CEO: I just hung up on your customer service representative -- and I doubt we'll talk again. I'll be canceling my service contract in person because I want a written record that our relationship is over. If you really monitored my call "for quality and training purposes," you already know why I'm writing you.
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Friday - December 19, 2008
In yet another sign of weakening in the technology sector, enterprise software giant Oracle announced a decline in profits on Thursday. The Redwood Shores, Calif.-based company reported $1.29 billion in earnings during the fiscal quarter ended Nov. 31, down 1 percent from $1.3 billion in earnings during the same period last year.
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Sunday - December 14, 2008
Noble Systems recently introduced the Noble Composer Web Agent, an agent workflow design and desktop unification tool for Web-based agent environments. The company believes the solution can help companies improve agent productivity, reduce training costs, increase customer service quality, and leverage technology investments.
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Friday - December 12, 2008
Customer satisfaction with their interaction with the call center is essential to overall success of the call center. The main purpose of the center is to provide customer support and if they cannot do that is a way that is satisfying to the customer, the whole organization suffers.
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Tuesday - December 9, 2008
Voice today is at center stage in the enterprise. Carrier Session Internet Protocol trunks, enterprise SIP trunks, converged IP networks, federating private branch exchanges, unified communications and communication-enabled applications are but a few of the many voice initiatives you'll find underway in any large enterprise today.
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Sunday - November 30, 2008
Despite the city's fiscal woes, Philadelphia's 3-1-1 nonemergency call center is on track to open by the end of the year. Still, Managing Director Camille Barnett said that some of the plans have been scaled back. "It's changed in the parameters, but we've kept the essence," Barnett said.
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Tuesday - November 18, 2008
RightNow Technologies has gone deep with contact center functionality in November 08, the latest quarterly update of its flagship Software as a Service CRM application. The new version builds on RightNow's strong self-service platform with the addition of agent-scripting technology, a desktop add-in framework, and guided assistance.
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