Call Centers: December 2001

Witness Announces its "Customer Advisory Committee"

December 31, 2001

The global customer relationship solution provider has announced the new members of its "Customer Advisory Committee" for 2001-2002, comprised of users of its eQualityTM software suite.

A Way to Ease the 'Return' Problem

December 26, 2001

UPS, matching a similar service from FedEx, unveils technology that lets merchants send an e-mail shipping label directly to customers who need to return merchandise.

More Banks Offering Online Services to Customers

December 21, 2001

Community banks continue to invest in technological tools and applications that provide value to customers and increase operational efficiency, according to the Independent Community Bankers of America and Infinet Resources.

vReps Raise Their IQ

December 18, 2001

New NativeMinds Inc. technology will allow virtual reps to interpret and respond accurately to context-sensitive questions.

Korean Tourism Body To Launch Voice-Enabled Info System Next Month

December 18, 2001

Korea's National Tourism Organization to deploy SpeechWorks natural language speech solution to enable easy retrieval of information such as sight-seeing tours, popular destinations and geographic regions at any time, from anywhere.

Barber Joins AMC Technology

December 14, 2001

Industry veteran to lead company in development of new products for multi-channel contact centers.

Siebel Selects Support.com Solution

December 11, 2001

The Resolution Suite software platform will enable Siebel to automate support operations and streamline systems management.

One Moment, Please

December 10, 2001

noHold's Instant Support can present a viable 24/7 alternative to heavily staffed call centers. The product allows customers to find immediate and accurate solutions to problems and answers to questions, thereby attaining satisfaction quickly and increasing your return on investment.

Adding Animated Agents

December 6, 2001

Technology from Headpedal provides the "face" for face-to-face customer relationships while reducing support costs and improving satisfaction.

ISPs Barely Passing Customer Service Tests

December 6, 2001

A survey by the National Regulatory Research Institute and BIGresearch of more than 14,000 Internet users found that almost half have complained to their ISP about the quality of service.

Don't You Trust Me?

December 5, 2001

Would you buy a used car from this site? All the great marketing in the world won't succeed in getting consumers to buy from your site if you haven't earned their trust.

Support.com Joins BroadJump on Broadband Support Package

December 5, 2001

Two software makers pool their resources and anticipate good times ahead for broadband providers and come up with a new self-service and assisted service suite.

Case Study: Customer Service 'Employees' Who Never Need A Break

December 4, 2001

A company that provides insurance services to corporations and Web portals finds a high-tech, low-cost way to deliver that "human" touch via virtual agents.

Privacy Notices Miss Mark With Consumers

December 3, 2001

New Harris poll shows Americans value Web privacy policies but find notices too long and complicated.

FYE to IM Customers

December 3, 2001

The mall-based specialty-music retailer increases its presence in cyberspace to sell its wares via Windows Messenger/MSN Messenger