Call Centers: January 2001

E-C, Phone Home

January 31, 2001

Today's No. 1 e-commerce peeve: why are there so very few telephone numbers on Web sites?

E-Tailers Get High Marks For Customer Service Over Holidays

January 31, 2001

According to a survey, 74% of shoppers are very satisfied with recent online purchase experiences, yet order fulfillment and returns remain challenges.

Cambridge Technology Partners, Aspect Team On Automated Client Communication Solution

January 25, 2001

The companies say the offering cultivates customer loyalty through all channels of communication.

HearMe CRM VoIP To Be Interoperable With Cisco Customer Contact Software Platform

January 24, 2001

HearMe says this will offer new, efficient and cost-effective channels for increasing communication between customers and service agents.

Sideware Launches Solution For Advanced Internet Customer Service

January 19, 2001

The company says Enterprise Interaction Suite 3.0 will increase customer satisfaction by combining front-end Internet collaboration with back-end integration features.

InstantService Adds Lipstream PC-To-Phone And Web Callback to Customer Care Offering

January 18, 2001

InstantService says it can now deliver a powerful communications suite to businesses enabling any Internet consumer to talk live with phone based call center representatives.

Beyond Basic Customer Service

January 11, 2001

Does your customer support policy emphasize "answers" or "solutions?" Evaluate whether your e-business satisifies customers on a technical level or an emotional one.

Avaya In Reseller Agreement With Computer Instruments

January 10, 2001

Avaya says the agreement allows them to deliver a new e-commerce solution for small to mid-size customer contact centers.

WebDialogs, IRT Team On Call Center Online Communication

January 9, 2001

WebDialogs says the partnership will allow IRT clients to combine voice with data collaboration.