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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

April 30, 2001

Poor e-mail customer service is driving up the costs of customer service for companies and is alienating customers, according to research by Jupiter. And for once, the online retailers aren't entirely to blame.

eSupportNow Brings its eSP Platform to FairMarket

April 30, 2001

The implementation of a hosted e-mail response solution provided by eSupportNow's eSP Platform will allow for a centralized and prioritized knowledgebase with integrated business rules for FairMarket's clients.

A Chat with a Virtual Customer Service Rep

April 27, 2001

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

In Depth: Customer Service and the Cone of Silence

April 24, 2001

Just one awful e-commerce experience can thoroughly poison those who don't yet have a computer and have never personally executed an e-commerce transaction, but who had wanted to do so.

Personify Secures $20 Million

April 19, 2001

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

Oncontact Releases CMS 5.0

April 17, 2001

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

Happy Talk

April 13, 2001

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

The Golden Rules of Customer Service

April 11, 2001

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 highly competitive cyber business, the companies that will succeed will be those that offer superior customer service.

Vignette Hitches a Ride with DaimlerChrysler

April 11, 2001

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

The Customer is Always ... Important

April 10, 2001

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

Feedback Without the Bite

April 9, 2001

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

Consumer Confidence -- Fragile, Handle With Care

April 5, 2001

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