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Call Centers: July 2001

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

eGain Takes Call Centers to the Next Level

July 31, 2001

E3 -- eGain eService Enterprise -- is a tool for phone-based call centers to enhance productivity and evolve into multi-channel contact centers.

Channeling for Choice in the 21st Century: Delivering Superior Service to Multiple Touchpoints

July 27, 2001

CRM technology is only an enabler. The biggest challenge for companies in the New Economy is to foster a customer service culture across the board, and across every channel they operate.

CustomerLink Drives Toward SoCal Auto Industry Market

July 27, 2001

If you live in Southern California and you recently received a "thank you" note from your automotive repair shop, CustomerLink may have had something to do with it.

Netopia Extends Web Platform With eCare

July 26, 2001

New application allows for live, online customer support over any type of Internet connection.

Sprint Calls on ICT GROUP

July 26, 2001

The global communications company signs a 4-year deal with ICT GROUP for contact center assistance.

Delta Brings Contact Center to Santiago

July 25, 2001

Delta Air Lines has introduced its Santiago, Chile-based Latin America Contact Center (LACC) that will allow for reservations calls from nine different Latin American countries. This contact center is an addition to the Latin America centers maintained by Delta in Mexico City, Mexico and Rio de Janeiro, Brazil.

Sodexho Tests Cell Phone Checkout at Texas Cafe

July 25, 2001

Using 2Scoot's back-end technology, customers point phones at register and are automatically billed.

Eight Secrets for Successful e-Service

July 24, 2001

According to a white paper titled, "The Insider's Guide to Customer Service on the Web," companies that don't develop effective customer relationship management (CRM) strategies can wind up spending up to 20 times more per incident than competitors.

Wall Street Access Picks LivePerson for Customer Assistance

July 24, 2001

Prestigious investment firm implements live chat system for its online brokerage customers.

Egenera Banks $30 Million

July 23, 2001

The Marlborough, Mass., data center infrastructure company will use second-round backing to launch its product and bolster sales and customer service operations.

BellSouth Online Survey Rings Up Results

July 23, 2001

The Atlanta telecom giant, hoping to drive help requests from phone lines to online, wanted to create a survey to see how well it was handling Web and e-mail requests. So why did it reject dedicated online survey companies in favor a Silicon Valley startup with a database system that automates all manner of Web processes, from sales force automation to CRM?

Survey: Internet, Wireless Ads Meeting Positive Consumer Reaction

July 20, 2001

A Datamonitor poll finds more than half of European Web users made a purchase or sought more information based on an online ad.

Logitech Goes With noHold(s) Barred

July 18, 2001

Computer mouse-maker extends its relationship with Milpitas, Calif.-based online support services firm after an initial pilot program saved it nearly $290,000.

24/7 Media, eStara to Voice Enable E-mails

July 17, 2001

To push real-time one-to-one marketing the deal embeds voice links in e-mails to let users connect directly to marketers without having to dial a telephone number.

Lightbridge Answers Sprint's Call

July 16, 2001

The Burlington, Mass., provider of business software to wireless carriers wins a three-year national contract extension from Sprint.

How to Scare Away Customers

July 16, 2001

Got too many visitors? Profits climbing? Becoming too successful? Have way too much money? If so, here are some techniques for driving away business.

MobileSys,Remedy Bring Wireless Messaging to Help

July 13, 2001

The partnership is seen as a boon to online help desk agents who need to communicate with service personnel in the field.

Can Handhelds Improve Support? Part 2

July 13, 2001

The conclusion of David Haskin's analysis, case studies, and advice.

Energy Failures Create Uncertain Future For Call Centres

July 13, 2001

"Call centres are withdrawing from regional Australia because power supply is well below the standards that are available in the metropolitan areas," according to new research by telecommunications analyst Paul Budde.

Remedy Brings Customer Solutions to eSilicon

July 12, 2001

The integrated circuits supplier will utilize the CRM suite from Remedy® Corp. to improve customer response rate while expeditiously anticipating needs and identifying sales opportunities.