Email Alerts
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Text analytics fueling Voice of the Customer programs
Charles Schwab has begun using text analytics to mine its customer feedback. The maturation of text analytics is fueling these Voice of the Customer programs, experts say. Article | 17 Jun 2008
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Web 2.0 firm buys CRM vendor Talisma
nGenera, a social networking and collaboration tool vendor, has acquired Talisma and its customer service suite. Article | 21 May 2008
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Businesses not providing the customer service they think they are
An Accenture survey found a wide disparity between the experiences consumers say they get and what executives think they're providing. Self-service technology is not helping. Article | 24 May 2007
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Application lets customers ask and answer their own questions
Away.com is using a new service that leverages user-generated questions and answers to provide extra product detail. Article | 15 May 2007
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E-service, e-commerce create call center challenges
Online service means customer contacts are now more sophisticated and e-commerce advances mean customers expect to be recognized through all channels. Article | 04 Apr 2007
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CRM, customer service still driving technology spending
Business users are planning to increase their spending on CRM and customer service technology next year, particularly e-service, a new survey finds. Article | 18 Jan 2007
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Oracle beefs up self-service
As CRM and self-service continue to converge, Oracle has enhanced Siebel self-service tools based on billing technology from Edocs. Article | 16 Jan 2007
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M2M extends CRM footprint with e-service firm Knova
One year after buying Onyx and its CRM suite, M2M Holdings has added Knova and the firm's e-service tools to its arsenal. Article | 18 Dec 2006
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Voices of CRM: John Ragsdale on self-service
John Ragsdale, vice president of research for the SSPA discusses self-service technology moving from a tactical to a strategic imperative, microsites and the vendors in the market. Article | 30 Nov 2006
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Self-service applications save money
Too many companies still do not appreciate that customers will only use self-service applications if they are a better and easier alternative, says Donna Fluss in her latest column. Learn more about self service and how it can optimize your call cent... Column | 13 Nov 2006