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Call Centers: February 2002

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

Satisfaction: Guaranteed?

Web Fletcher of Braun Consulting outlines the four steps for moving beyond customer satisfaction to value and profitability.

Pleasing Finicky Consumers Shouldn't Cost an Arm & a Leg

The needs of online consumers can be met without overdue expenditure alleged a recent study.

Dealing with the Unhappy Customer

At some point in time each and every business is faced with the opportunity of dealing with an upset customer. It may not seem like …

LaGarde, LivePerson Give a "Voice" to StoreFronts

Both companies will integrate Web-based instant messaging into a new business messaging e-commerce platform that aims to boost sales for …

TeaLeaf Brews Up IntegriTea

The SAP spin-off launches its first product designed to diagnose and show problems on a customer's Web site from the customer's …

Washington State Automates

Washington-based SafeHarbor Technology Corporation will provide Web-based customer support services to a number of its home state's digital …

More Than Human

Unless your live chat function is monitored 24/7, you'll need some electronic components to satisfy customers around the clock. This product …

Start-Up Aims to Revolutionize Tech Support Call Centers

FEATURE: Using a combination of artificial intelligence and voice recognition technology, TuVox seeks to automate technical support.

Start-Up Aims to Revolutionize Tech Support Call Centers

Using a combination of artificial intelligence and voice recognition technology, TuVox seeks to automate technical support.

Cable & Wireless Taps iSKY

Data-driven customer service firm to identify companies about to lose Internet services.

Comcast Angers Privacy Groups But For What?

UPDATE: Comcast is collecting information on its customer's Web browsing activities but the information would have actually helped its …

Octopus' Luong To Serve Jeeves

Tuoc Luong has the undaunted task of meshing Octopus Software into the question and answer search engine's self-service business software …

Real-Time Chat Gets Java

Online business communication tools from LivePerson get more robust with the introduction of a Java-based version.

Ask Jeeves Behind Drug Company's Search Site

The question and answer search engine to help provide customer answers at sites like Xenical.com and Weightloss.com.

Navigational Systems Defined by Customer Experience

Learn how mirroring the customers' experience in the offline world can improve navigational systems on Web sites.

Calif. Probes Pac Bell DSL Cramming

UPDATE: DSL customers could get major refunds if a state PUC probe finds the company under reported consumer complaints of overcharges.

Stream Plans Fourth Canadian Center

The Canton, Mass., provider of online and off-line help desk services will build a new facility, employing up to 900 people, in London, …

Financial Firms to Web Users: Help Yourself

Seeking competitive advantage, banks, brokerages and mutual funds will triple spending on Web self-service software over the next three …

China's Guangzhou Price Control Bureau Revamps Hotline System

Customers will be pleased with China's Guangzhou Price Control Bureau's new Hotline System because it allows them to retrieve the key …

PLI, IAB Roll Out Latest Online Privacy Ad Campaign

In connection with National Consumer Protection Week, ads focus on cookies, credit cards and consumers.