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Call Centers: April 2001

Call Center, Customer Service, and Social CRM software and solutions. - Archive for April 2001

E-Mail Drops the Ball as a Customer Service Tool

Poor e-mail customer service is driving up the costs of customer service for companies and is alienating customers, according to research by …

eSupportNow Brings its eSP Platform to FairMarket

The implementation of a hosted e-mail response solution provided by eSupportNow's eSP Platform will allow for a centralized and prioritized …

A Chat with a Virtual Customer Service Rep

How far are we from bots that are absolutely indistinguishable from human sales clerks?

In Depth: Customer Service and the Cone of Silence

Just one awful e-commerce experience can thoroughly poison those who don't yet have a computer and have never personally executed an …

Personify Secures $20 Million

The provider of CRM software that converts interactive data into behavioral profiles gets financing for its flagship product -- Personify …

Oncontact Releases CMS 5.0

The award-winning software company introduces their newly enhanced CRM solution.

Happy Talk

eCRM specialist Arthur O'Connor responds to the two major myths of customer relationship strategy implementation.

The Golden Rules of Customer Service

Everything I know about customer service I learned from working at McDonald's as a teenager. Hard to believe, but true! In this day of …

Vignette Hitches a Ride with DaimlerChrysler

CRM solutions provider Vignette powers the automobile giant's global road trip on the Web.

The Customer is Always ... Important

The customer is always right -- the right component for e-biz success, that is. Here are three suggestions for improving the telephone …

Feedback Without the Bite

Customer feedback need not be painful -- it can often produce commentary on how well your site is performing.

Consumer Confidence -- Fragile, Handle With Care

I was once again reminded how fragile this consumer confidence thing is after making a couple of recent e-commerce type purchases.