An increasing global customer base is driving companies to provide "follow-the-sun" customer support services. In order to enable this level of support, agents are now being located in any part of the world. The challenge is to merge technologies and provide seamless, accurate and real-time customer...
Companies' integrated voice recognition applications are being stretched thinner and thinner. Even with the best interface designs in place, customers are still abandoning calls before completion. Forty-three percent of companies surveyed in the Aberdeen Contact Center Analytics benchmark report are...
As technology collides with forces of globalization, contact centers and the executives who run them find themselves in the midst of five megatrends. These trends present unique opportunities for these executives to add strategic value to their business, reposition themselves within their organizati...
OpenSpan, a Microsoft partner, rolled out an application integration platform that allows users of Microsoft's Customer Care Framework 2008 -- which was also introduced Wednesday -- to link together older applications and custom-built systems with the front-end agent desktop. Built on the Microsoft ...
Companies' integrated voice recognition applications are being stretched thin. Even when the best interface designs are in place, customers are abandoning calls before completion. Forty-three percent of companies surveyed in the "Contact Center Analytics" benchmark were either seeing poorer performa...
For those aspiring or already doing business as an e-tail merchant, there is no shortage of e-commerce software developers with shopping cart technology for start-ups and small to medium-sized businesses. The real difficulty may lie in choosing among them and then putting it to productive use. To ge...
SAS added a new application to its lineup of customer service analytical offerings. SAS Real Time Decision Manager embeds analytically driven decision logic at every customer interaction. The Decision Manager tool was introduced during Gartner's CRM conference this week, along with an updated versio...
The contact center has become the focal point of customer interaction. The method by which the customer interacts with the contact center dwarfs all other modes of interaction. Whether it occurs via phone, chat, e-mail, self-service Web or self-service IVR, the customer is inundating the contact cen...
My last few columns have been focused on new technologies that are making their way into the broader CRM suite. Expanding the CRM suite has never been easier, as platform vendors like Salesforce.com provide all the capabilities necessary for innovative developers to add something to the ensemble. He...
Retail marketing and e-commerce are rapidly evolving via the exploding adaptation of Web 2.0 applications like blogs, wikis, video, RSS, widgets and podcasting into the marketing and customer relationship management process. Labeled CRM 2.0, it has become the essence of smart e-commerce. Improving u...
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