Gold Collar CSRs
Companies are realizing that the most significant investment they can make is not in their databases or computers, but in their customer service staff
CRM
Sticker Shock
Pay up or lose: An in-depth look at the soaring costs of electronic customer relationship management
CUSTOM BLENDS
Get a bucket, shake, and pour. Blending your choice of new technologies can create a customized solution for your contact center
Lip Service
You may like your VOIP with a dash of CRM, but most contact centers go for the online meat and potatoes, as our special benchmark report reveals
Lashback
When the going gets tough, it’s time to pay attention to CRM. A new Jupiter Research report called Multichannel Customer Service warns that although consumers
talking heads
Everybody’s going to go wireless. Wires are expensive, and so are the infrastructure, the support personnel, and the office space. Wireless technology
working gear
Pick It Up Imagine having picking accuracy guaranteed 100%. Westbrook, ME-based FastPic Systems claims that its new FastPic4 advanced inventory management
CUSTOMER CARE: Getting with the (Loyalty) Program
You know the mantra by now: It costs more to attain a customer than to retain a customer. Clearly, then, nurturing customer loyalty is key to a catalog’s
from the editor’s files
DID YOU KNOW? An employer needs 50 days on average to fill a vacant position. The average cost of recruiting a new employee is $4,588. Industrial engineers
People News
Mt. Laurel, NJ-based Roosevelt Paper Co. announced that Jeff Goldberg joined the outside sales staff at the company’s Richwood, KY, facility. Goldberg