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Call Centers: January 2002

Call Center, Customer Service, and Social CRM software and solutions. - Archive for January 2002

Not Enough e-Businesses are Customer-Orientated

January 31, 2002

Online service and support structures are apparently still taking a backseat as companies struggle to come to terms with the Web.

Serving Customers Online

January 30, 2002

Most companies with online presences perform dismally when it comes to dealing with customer inquiries. But it doesn't have to be that way.

Pepsi and M&M's Launch Web Polls

January 29, 2002

High profile efforts -- involving Britney Spears and the Super Bowl on one hand, and a 78-country advertising campaign on another -- aim to foster greater interaction between brands and consumers.

Dealing With Over-Saturated Consumers

January 25, 2002

If online marketing efforts aren't having the desired effect then chances are you've bored or upset your potential customers.

Leading Call Center Mag Names Best 2001 Products

January 22, 2002

Customer Inter@ction SolutionsTM magazine chooses the best-in-class apps that receive 2001 Product of the Year awards.

Nextel to Outsource Customer Service

January 18, 2002

Wireless carrier aims to save more than $1 billion over an 8-year period in strategic alliance with IBM and TeleTech.

EasyAsk Suits Talbots

January 17, 2002

The Littleton, Mass., developer of search technology for e-commerce sites, signs a customer deal with the Hingham, Mass., clothing retailer and catalog company.

Use It or Lose Them

January 17, 2002

When your business phone rings, you answer it. So why are all those emails from customers sitting unanswered?

Payless Steps into Improved Service

January 15, 2002

Solutions from i2 Technologies help the North American footwear retailer manage inventory and quickly adapt to changing customer demand.

Customer Data? We Don't Have Any Customer Data

January 15, 2002

You start a new job and, much to your horror, discover that the company doesn't analyze its Web site log files. It's time for you to change that.

Banter Lands $20M in Funds

January 14, 2002

The San Francisco natural language automation technology provider secures a $20 million round of funding led by Mayfield of Menlo Park, Calif., making this the second round of funding the venture capital firm secured for Banter.

BellSouth Turns to Support.com for Customer Support

January 14, 2002

BellSouth signs Support.com to provide the Fortune 100 telecom's 620,500 DSL customers with online self-help via a dedicated Web site.

Customer Service Shows Improvement in 2001

January 14, 2002

Customer service shows much-needed improvement online, and Canadians turn to the Web in better-than-expected numbers during the holiday season, according to this retailing research review.

Ask Jeeves Wraps Its Arms Around Octopus

January 14, 2002

The question-answer search engine is on a buying binge as the company acquires Steve Douty's CRM startup for its Jeeves Solutions division.

E*Trade Launches Advisory Service

January 14, 2002

The product, launched with help from Ernst & Young, creates a financial product that offers financial forecasting tools and lets customers talk with a personal planner.

Envision Joins Forces with Edify

January 11, 2002

The contact center solutions developer and the customer relationship management solutions provider have joined together to market their services and take advantage sales opportunities.

Leading Call Center Mag Names Best 2001 Product

January 8, 2002

Customer Inter@ction SolutionsTM magazine chooses E.piphany, Inc.'s E.5 CRM system as 2001 Product of the Year.

Leverance Adds Parsing, Search to LEAP

January 8, 2002

The natural language processing technology provider licenses Newfound Communications' advanced grammar management technology.

InPhonic Dials Deal With Sallie Mae

January 7, 2002

Companies to offer wireless solutions to seven million student-loan borrowers.

Improved Customer Care in 9 Months

January 3, 2002

Contact center and customer support solutions from Eyretel enabled Tinker Federal Credit Union to achieve dramatic increases in member satisfaction surveys.