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ECommerceTimes.com
The Advent of Digital Customer Relationships
October 31, 2011
The explosive adoption of the Internet has created a new kind of Web-savvy customer who expects a rich, efficient, personalized online user experience that's accessible 24/7 via any online access point -- Web, mobile device or social media -- and that provides consistent engagement across multiple channels. In order to succeed in today's online-centric world, you have to create positive digital customer relationships.
Predictive Analytics Digs Deeper Into CRM
October 24, 2011
Predixion Software has introduced Predixion Insight 2.0, the latest version of its collaborative predictive analytics solution. The new release includes enterprise collaboration features, interactive visualizations and automated workflow capabilities, as well as an on-premises version of its predictive analytics solution.
Forging Strong Links in Your Customer Interaction Chains
October 13, 2011
What's the ultimate goal of CRM? As much as I and others of my ilk might talk about the positive interactions, good feelings and peer-to-peer relationships that result when CRM is done well, they're just happy means to an end. The end is, and always will be, inflating the bottom line.
Workforce Management Gets Intelligence Boost
September 26, 2011
Customer interaction analytics specialist Nexidia has announced a new integration partnership with Teleopti, a provider of strategic workforce management solutions. The aim of the partnership is to enhance agent performance management by linking Nexidia's performance measuring applications with Teleopti's skills-based contact center agent forecasting and scheduling.
The Automation Revelation
August 29, 2011
A UK-based managed service provider is on a journey to provide better information and services for its network, voice, VoIP, data and storage customers. The network management and productivity benefits have come from an alignment of many service management products into an automated lifecycle approach to overall network operations.
New CRM Chat Tools Give Instant Gratification
August 15, 2011
Recent announcements in the CRM space have been all about crossing bridges to streamline customer contact functions and making customer service representatives' lives easier and more productive. And all it's taking is a click of the mouse. LiveChat, a developer of real-time software and Web analytics tools for e-commerce sales and support teams, has given word that it is rolling out a new Facebook Connect integration capability.
Keeping It Real With Multimedia Live Engagement
August 04, 2011
By this point in the evolution of e-commerce, most e-tailers know the benefits of live engagement. Website visitors are three times more likely to make a purchase when they have the support of a sales representative. Just as in brick-and-mortar stores, interacting with a knowledgeable person in real-time creates a connection to the customer that increases profits.
Avaya Adds a New Multimedia Dimension to the Picture
July 12, 2011
Avaya is delivering multimedia capabilities to the front line with its announcement of two new contact center products designed to bring agent-assisted and automated customer service up to speed with the social networking world: Avaya Aura Contact Center 6.2 and the Avaya Experience Portal.
The Enterprise 2.0 Global Delivery Model Transformation, Part 3
June 30, 2011
Three key aspects of the resourcing paradigm will undergo a change with E2.0: resource geographic spread; team constitution; and skillsets required. With the availability of collaboration media and their ease of access, customer groups and IT support/delivery groups will operate out of their own locations without the need to work in a centralized fashion.
The Virtual Workforce Is Here, Now and Everywhere
June 20, 2011
Customer experience can make or break a company. The pressure to manage costs has never been greater, but it's a fatal mistake to view customer service channels as a cost center. The solution? An at-home workforce that delivers excellent results. A virtual workforce is no longer a futuristic idea. It's available today and ready to help you solve your company's biggest customer management challenges.
Ready, Aim, Converge for Smarter Commerce
June 13, 2011
For more than a decade, B2B firms have used the Internet to publicize their product catalogs. As a result of the rise in consumer sales on the Web and the rapid maturation and adoption of Internet technologies like RIAs and Web 2.0, B2B firms are now rethinking their e-business strategies. At the same time, the demands of B2B buyers have also changed.
Catching Up to the Shopper Revolution
May 31, 2011
It has been a wild ride for retailers these past few years. But when we look back, we won't be talking about the economy, the drive for lean inventory, or deep discounting. Rather, we will recognize the fundamental change that occurred was in the shopping process itself. Shoppers are often interacting with retailers in many channels at once.
Where's Your Cloud Model?
May 25, 2011
Most of the people I talk to think of a business model as the way a company makes money. We certainly agree on that. One's business model can encompass numerous things, like product mix, marketing and sales plan, how you sell -- direct, channel, retail -- and lots more.
RightNow CEM Weaves Together Social, Business Interactions
May 09, 2011
To meet the growing demand for social CRM, RightNow positions itself as a provider of "customer experience management" solutions, a term the company prefers to use, said John Kembel, vice president of social solutions. "That's a bit more customer-focused." RightNow CX, the customer experience suite, helps businesses use social media to maintain that customer focus.
Lithium Social Customer Suite Fosters 'Superfan' Communities
April 18, 2011
With the advent of social media, customers have found new ways to connect with each other and discuss their customer service experiences. Referring to these types of social customers as "superfans," Lithium helps companies turn them into advocates for their products and services.
Customer Service in GCC Retail Banks Is a World Apart
March 29, 2011
Gulf Cooperation Council banks have begun to feel the heat of competitive pressure from foreign banks that are trying to exploit the potential investment prospects in this market by riding on their vast experience and proven consumer-friendly services. In such a scenario, the banks have nothing to blame but their laid-back approach and less-than-stellar commitment to customer service.
Delivering a Simpler, Richer Cross-Channel Customer Experience
March 28, 2011
Over the past few years, we have seen a seismic shift in the relationship between sellers and consumers, with the power shifting to the consumer. Customers have always wanted exactly what they want, when they want it, at a great price. With today's technology, however, they have near total control over business. They can make or break a seller's brand at the click of a mouse.
Conversational Marketing: The Next Phase of Customer Engagement
March 25, 2011
With the continued emergence of new technology and channels including social media, mobile, avatars and more, the relationship between brands and their customers and prospects has been changed forever. It's interesting to consider the role of technology in these increasingly dynamic relationships. For some, it's been an inhibitor; for others, a great catalyst.
The Evolution of CRM Communication Channels
February 22, 2011
Communication is the key to the success of customer relationship management, and it lays the foundation for customer satisfaction and business growth. Today, we have a wide range of CRM communication channels that organizations effectively utilize for communicating with their customers to offer their products and services.
6 New Reasons to Give LiveOps a Look
January 03, 2011
LiveOps, a contact center software and call center outsourcing provider, recently announced six new features designed to enhance its contact center cloud solution. The enhancements include Call Flow Authoring Studio, configurable recording, real-time configurable dashboards, call visualization reporting, APIs and powerful administration tools.

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