Business Periodicals

Customer Relationship Management: 20080401

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1. Saving The Earth One E-Bill At A Time HEADNOTE "Going Green" with Oracle Self-Service E-Billing Reduce Your Carbon Footprint While Transforming Customer Relationships "FOR EVERY 38,500 BILLS PRODUCED, ATON OF PAPER IS USED, ... (PERIODICAL ARTICLE) 2. eGain Busts Five Web Self-Service Myths IMAGE ILLUSTRATION 1 There are five common myths in web self-service that often lead to poor business results, negative customer experiences and eventually, customer defections. (PERIODICAL ARTICLE) 3. Am I Getting Through to You? HEADNOTE Leverage the real "voice of the customer" to ensure your self-service doesn't lead to dead ends IMAGE ILLUSTRATION 1 AM I THE ONLY ONE ... (PERIODICAL ARTICLE) 4. Interactive Voice Response IMAGE GRAPH 1 THE MARKET Self-service and assisted service have traditionally been separate entities, and designed as such for interactive voice response (IVR) solutions. But ... (PERIODICAL ARTICLE) 5. Web Self-Service IMAGE GRAPH 1 THE MARKET It's an undeniable fact that consumers are turning to the Web to solve their problems. From prepurchase research to postpurchase ... (PERIODICAL ARTICLE) 6. Web Interaction Management IMAGE GRAPH 1 THE MARKET A new category, Web Interaction Management (WIM) is increasingly key to the delivery of exceptional customer support: email, instant messaging, ... (PERIODICAL ARTICLE) 7. Workforce Optimization Suite IMAGE GRAPH 1 THE MARKET Consolidation is all the rage in workforce optimization (WFO), the umbrella term that includes quality monitoring (QM), workforce management (WFM), ... (PERIODICAL ARTICLE) 8. Contact Center Search IMAGE GRAPH 1 THE MARKET Contact center search (CCS) is another category you haven't seen before, as it replaces the old agent-facing universal desktop category. (PERIODICAL ARTICLE) 9. Outsourcing IMAGE GRAPH 1 THE MARKET Customer service outsourcing comes down to comfort: assurance that quality, security, and customer satisfaction won't be sacrificed. Some firms are ... (PERIODICAL ARTICLE) 10. Searching the Universe HEADNOTE COVEO SOLUTIONS KNOWS WHERE TO FIND WHAT YOU'RE LOOKING FOR IMAGE PHOTOGRAPH 1 SIMONEAU Since being spun off from Copernic Technologies in 2004, Coveo ... (PERIODICAL ARTICLE)
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