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Call Centers: March 2002

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

CyberRep Promotes Two

March 29, 2002

Charley assumes post as CIO, Stowell named as VP of client relations.

Customer Service is Key to Travelers

March 27, 2002

The travel industry is going to have to step up its customer service efforts to regain consumer trust, according to a survey from Jupiter Media Metrix.

Study: Consumer Confidence in Internet Declines

March 26, 2002

Yahoo! and ACNielsen find a slight drop in consumer confidence in online media and commerce, but point to several promising trends.

AvantGo Crafts Two Deals

March 22, 2002

The wireless software maker marks its progress by shoring up partnerships with E.piphany and Spacient.

Wake-Up Call To Call Agents

March 22, 2002

A customer's experience with a call agent can make or break the relationship between the customer and the company.

Online Banking Not That 'Hot'

March 20, 2002

Singapore banks' customers prefer an ATM or talk to an office in a branch over Internet banking.

Citigroup Gets A Passport

March 20, 2002

The deal is a compromise for Microsoft, but the returns could be oh-so-sweet.

Nextel to Offer AOL's Instant Messenger

March 20, 2002

New marketing deal gives wireless carrier's customers access to AOL services and features.

Software AG, Cambridge VoiceTech Form Alliance

March 18, 2002

New partnership to provide speech recognition solutions based on combined XML-VoiceXML technology.

Online Resources Names New CFO

March 18, 2002

Graham to focus on general financial management and broadening investor base.

U.S. Navy Enlists Ask Jeeves

March 18, 2002

'Ask the Chief' to provide 24-hour online support for Navy squids through the question and answer search engine's business tool.

IBM Includes Support.com Inside

March 14, 2002

Self-service support automation solutions will be bundled inside the hardware giant's ThinkPad notebooks and NetVista desktops.

divine Acquires Delano Technology

March 13, 2002

The purchase will combine the two firm's marketing and customer interaction management (CIM) solutions, helping divine to strengthen its vertical presence in the financial services, automotive and entertainment industries.

No Comment?

March 13, 2002

Instituting creative methods that make it easy, and worthwhile, for customers to comment on service will help you increase satisfaction, build relationships, and improve the experience at your e-commerce site.

Ikimbo, Teleglobe Launch Partnership

March 13, 2002

New teaming targets real-time communication solutions to enterprise customers.

IM Gains More Virtual Agents

March 13, 2002

Artificial Life, which provides intelligent agents for Web sites, enters the world of instant messaging. But it already has some big competition from another Big Apple-based company

E-Commerce Joins in Customer Satisfaction Increase

March 12, 2002

American consumers' satisfaction with the quality of goods and services in the retail, finance and e-commerce sectors rose during the fourth quarter of 2001, ending a slide that began in late 2000, according to the American Customer Satisfaction Index (ACSI).

Employment Bright Spots: The Call Centre Industry

March 11, 2002

Australia's call centre industry is worth around $2 billion a year and, depending on which figures you accept, employs anywhere up 240,000 people in more than 4,000 call centres.

Conversations with Customers

March 8, 2002

While most e-businesses have finally realized how important it is to cultivate relationships with customers, few have actually engaged in reciprocal dialog with shoppers.

Oracle Gets Into The Collections Biz

March 7, 2002

Big Larry says its time you customers paid their bills and he's got just the new Collections and CRM software to do the trick.