| Contact Center/CRM Views and Analysis

Call Center CRM

Turning Banking Call Centers Into Relationship Centers

February 7, 2005

This news item appeared today:

S1 Enterprise Delivers Complete Solution for Transforming Banking Call Centers into Relationship Centers

I picked out this quote from the release -- seems to reflect an important truth in financial services:

"The call center was once a cost center to most financial institutions, but it is now seen as potentially a major profit center and as the point where service representatives have the greatest impact on customer satisfaction and retention."
-- Ross McKay, vice president of product management for retail banking at S1

Does Nyah-Nyah Marketing Really Work?

February 9, 2005

I have to wonder whether this kind of marketing message really helps:

Salesforce.com Leads On-Demand Market with Nearly Eight Times as Many Subscribers as Siebel CRM OnDemand

In fact, I almost wonder whether it could backfire. I already know the Salesforce.com brand name pretty well, but this announcement has just reminded me that Siebel is in the on-demand space as well.

Al Bredenberg

On-Line Technologies Releases Call Center Solution

February 16, 2005

Today I received a news release from On-Line Technologies about their new call center software solution. The release is posted on TMCnet at:

Portland, Maine, Company Launches New Call Center Software Product

This release had some added value and interest for me, as it included this screen shot of the user interface:

Phishing And Corporate Responsibility

February 16, 2005

If you use the Internet enough to read a blog, chances are you've also been targeted by phishing scams. You know the types...e-mails from "Citibank" that demand your account number, PIN and favorite pet's name or mother's maiden name. In the early days, they were so poorly constructed that all one could do was howl in laughter at the attempt. "Please uh...click like here to update your account information, or we'll like totally deleet yur account." We all wondered, "What kind of idiot falls for something that transparent?"

Welcome To America: Now Put Your Hands Up And Face The Wall

February 17, 2005

According to a story on CNN today, the number of foreign visitors to the U.S. is down 10 percent since the year 2000. Considering that foreign tourism to the U.S. is worth nearly 100 million dollars per year, this is cause for concern.

Customer Service E-mail as a Marketing Tool

February 18, 2005

Just wanted to call your attention to an article on TMCnet by our E-Mail Communications columnists Marilynne Rudick and Leslie O'Flanahan:

Customer Service E-Mail in a "Do Not Call" World 

It never ceases to amaze me that, with e-commerce 10 years old, companies still do an incredibly poor job of email customer service. Marilynne and Leslie make an additional point: In an environment where it's getting harder to get people to respond to email promotions, companies need to work extra hard to communicate well with those who actually want to hear from them.

AB -- 2/18/05

Would-be Phishers Foiled By Grammar Inabilities

March 14, 2005

Like most of you, I get a daily parade of phishing e-mails. Many of them have become hysterical in tone: "You must gimme your debit card NOW or we gonna lock you out of yer akkount!" (I don't know what's making the losers who perpetuate these schemes so hysterical. Perhaps "business" isn't good and they'll soon have to get legitimate jobs?) Lately, I've taken to reading a few of them because they're so entertaining. Here's the language in one e-mail I received today, supposedly from "PayPal":

StarTek Ousts CEO Meade

March 18, 2005

Denver-based teleservices provider StarTek abruptly announced late last month that it had parted ways with its most recent CEO, Bill Meade, who had headed up the company since June 2001. Meade's departure was the latest in a string of CEO turnovers.

StarTek, which provides 100 percent inbound services, has been in business since 1989, and in recent years, had posted good news in the form of new call ceners opened and positive growth numbers, has admitted to¬ "disappointing performance"¬ in this most recent quarter due to a drop in earnings.

CEO Of Top 50 Stalwart NOVO1 Honored

March 22, 2005

NOVO1, a long-time participant in Customer Interaction¬ Solutions' Top 50 Teleservices Agencies Ranking (NOVO1 ranked at #25 in the domestic inbound category and #15 in the outbound categories in this year's rankings), has announced that its CEO, George Dalton, was honored as the winner of the Small Business Times Bravo! Entrepreneur Lifetime Achievement Award. NOVO1 is based in Waukesha, Wisconsin and until recently was known as Call_Solutions. Customer Interaction Solutions extends sincere congratulations to Mr. Dalton.

Comcast And Customer Disservice

March 29, 2005

Your innocent cable modem is the subject of a court battle. It's fate may be decided today. The U.S. Supreme Court is hearing arguments to determine whether cable Internet service is a "telecommunications service," which would mean cable broadband providers have to open up and allow competition in the same way the telephone companies have had to, or an "information service," the FCC's preferred definition, which means the Comcasts of the world are safe from competition.

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