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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

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

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

CRM technology is only an enabler. The biggest challenge for companies in the New Economy is to foster a customer service culture across the …

CustomerLink Drives Toward SoCal Auto Industry Market

If you live in Southern California and you recently received a "thank you" note from your automotive repair shop, CustomerLink may have had …

Netopia Extends Web Platform With eCare

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

Sprint Calls on ICT GROUP

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

Delta Brings Contact Center to Santiago

Delta Air Lines has introduced its Santiago, Chile-based Latin America Contact Center (LACC) that will allow for reservations calls from …

Sodexho Tests Cell Phone Checkout at Texas Cafe

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

Eight Secrets for Successful e-Service

According to a white paper titled, "The Insider's Guide to Customer Service on the Web," companies that don't develop effective customer …

Wall Street Access Picks LivePerson for Customer Assistance

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

Egenera Banks $30 Million

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

BellSouth Online Survey Rings Up Results

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 …

Survey: Internet, Wireless Ads Meeting Positive Consumer Reaction

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

Computer mouse-maker extends its relationship with Milpitas, Calif.-based online support services firm after an initial pilot program saved …

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

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 …

Lightbridge Answers Sprint's Call

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

How to Scare Away Customers

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

MobileSys,Remedy Bring Wireless Messaging to Help

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

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

Energy Failures Create Uncertain Future For Call Centres

"Call centres are withdrawing from regional Australia because power supply is well below the standards that are available in the …

Remedy Brings Customer Solutions to eSilicon

The integrated circuits supplier will utilize the CRM suite from Remedy® Corp. to improve customer response rate while expeditiously …