Speech-Enabled IVR: Money Maker or Money Pit?
Speech-enabled interactive voice response (IVR) can reinforce your company
CRM
A Look at Speech IVR
IVR is catching on because consumers are finally becoming comfortable with the technology of talking to computers.
Multichannel system challenges
You’re the CIO of a multichannel company and responsible for the following: a retail merchandising and planning system that runs on IBM’s iSeries processor
Technology Calling
Within the contact center space, voice over Internet protocol (VoIP) has been hyped a long time, says Gary Barnett, the Chicago-based chief technology
systems solutions
If you’re seeking a system, we’re here to help with our annual review of order management software (OMS). Granted, wading through a list of companies
Maximizing Online B2B Sales Revenues by Delivering a Smarter Online Buying Experience
Download this free whitepaper to sort through the confusion in the world of online commerce and find the path to stepped revenue and sales growth. Learn how to follow the lead of successful B2B companies that have established best practices and implemented technologies that enable sales & promotion strategies to be executed, tested and measured.
Clarifying click-to-call
Recently e-commerce media buzz has focused around click-to-call technology, with Internet search giants Google and Yahoo! testing ways to enable immediate
How to Get More from Your Contact Center
No one can argue with the need to keep a firm grip on costs, but indiscriminately moving customer traffic to a company’s Website or haphazardly outsourcing contact centers can make them less rather than more effective. The key is to develop a customer service strategy that successfully balances costs, revenue, and quality.
Capture Marketshare with Seamless Service
The American Customer Service Index recently released fourth quarter results. The good news is the index is at its highest overall level since 1995. Does this mean that the focus on customers is finally successful? Only if you think a score of 74 out of a possible 100 is acceptable. At best, it is a C grade; at worst, it is a C minus
Minding our business
The key issues for business-to-business merchants tend to differ from those of business-to-consumer marketers, and they don’t always receive the attention