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After reading the article: “Finding Out Whether IVR Solutions will Harm Your Customer Relations,” I decided to investigate. In my further Internet surfing, I recalled the article from CRMToDay: “It’s True: Your Customer Can Love Your IVR (or least be good friends).” From the titles alone these two articles seem contradictory. Yet to my mind, [...]
Forbes.com recently featured a discussion article with RightNow Technologies CEO Greg Gianforte about the tools that his company uses to transform customer service. What struck me most about this article was its holistic approach to customer service. In today’s day of marketing, businesses need to look at the full picture of their customer interactions, and [...]
“Keep that New Years Resolution to Stay Better Connected…” writes Socialibrium LLC, a new relationship management provider, in announcing today’s new launch of Scale. Scale is an automated relationship management tool for the Blackberry, now available in Blackberry’s AppWorld. It takes all of your daily interactions – such as phone calls, emails, SMSs and meetings – [...]
InContact announced a number of key wins during the month of December, thus concluding their 2009 positioning in the on-demand call center software market on a high note.
According to CEO of Contactual, Mansour Salame, “Contact center managers must realize that their technology and infrastructure must be nimble enough to respond to future trends and the only way to do that is to adopt a cloud-based solution.” These three trends, posted on Destination CRM, are: 1) Proliferation of home based agents 2) Customer [...]
