Aspect Software Inc, and Leo J. Shapiro and Associates have released the results of the first Aspect Contact Center Saisfaction Index. The survey is a first of its kind and it reports on consumer experience vis-a-vis their expectations regarding their communications with contact centers in the US. “Contact center managers are constantly trying to assess […]
SIP’s ability to facilitate interoperability and bring about standardization of protocols is of interest to industries and services, particularly the contact centers. crm-daily.com says: That’s because contact centers are where the customer encounters all of the resources that make it easier to do business with your company. Go to: SIP Advances Contact Center Capabilities
Even though online shopping offers several conveniences such as shopping from home, door delivery, and low prices, shoppers still frequent the conventional brick and mortar stores. One reason for this is the need for interacting with fellow human beings while making a purchase. crm2day says: The “humanizing” of a website can be quite expensive and […]
Americans are turning to online bill payment in a big way and in the next five years 47 million U.S families will be utilizing online bill payment services. The majority of users are going to be young people at ease with technology. e-bill presentation and payment (EBPP) users will largely be comprised of Gen Y […]
With traditional decision making tools that rely on past data gleaned from various sources using a plethora of data mining tools, it is not possible to take decisions that will be as effective as those based on near-real time information. crm-daily.com says: BI is now filling that gap with new analytical features plus the capability […]
According to Don Peppers, it is more difficult for companies to get customers than to get business capital. He stated that it was important for businesses to achieve harmony between the current earnings and the customer value. crm-daily.com says: He suggested that “return on customer” was an equation just like return on investment (ROI) and […]
Often, knowledge management is assumed to mean managing information when in fact it is much more than it. It is primarily the management of people, empowering them with the right kind of knowledge for executing tasks, spelling out the objectives and providing the right tools for achieving those objectives. A knowledge worker may not be […]
The mySAP CRM solution offers end-to-end support for customer-related processes. It integrates tasks across the domain including activities like fulfillment, shipping, etc. It gathers data on customers from all the sources that exist in the organization, this facilitates better decision making. The solution helps managers to act upon priorities and achieve business objectives.
According to the IDC, in 2006 the IT industry will grow at 5.5% globally, down by 0.5% as compared to the growth rate of 6% in 2005. Growth will be driven by offering new products and services, testing new business models, and expanding into the emerging markets like India, Africa and China. crm2day.com says: While […]
The enterprise edition of the Salesforce CRM solution offers customization and extension features, ease of integration with other systems in the company, quick deployment across the enterprise, workflow automation, etc. 2020software.com says: Some of the world’s largest companies — including ADP, AOL, and Honeywell — are Salesforce.com Enterprise Edition users. Go to: Salesforce.com