Call Center
478 Stories
Beyond CRM: How to improve customer interactions
Insight perspective Customers have much more power these days, so why do so many companies fail to build a proper strategy to engage them and win their loyalty? An analyst points out what needs to be done.
Tags: Enterprise resource planning (ERP), Customer resource management (CRM), Social Networking, Customer Loyalty, Communication, CRM, Tool, competitive advantage, Quocirca, Customer
Pacnet centers call operations in M'sia
News Internet communications provider, Pacnet, chooses Malaysia as its base for its new all-IP customer center facility, which will handle the bulk of its global call workload.
Tags: Customer support, IP, Tool, Malaysia, Pacific Internet, video IM, video instant messaging tool, Pacnet, network, Kuala Lumpur
Future of BI: Web 2.0, mashups and guided search
Insight Business intelligence is due for a renaissance, say industry watchers. Here's what it might look like in a few years' time.
Tags: Data warehousing/business intelligence, Business applications, Web 2.0, Forrester Research Inc., Data, Supplier, Gartner Inc., business intelligence, VP, mashup
Siemens launches mobile unified-comms suite
News Siemens Enterprise Communications has unveiled a suite of software designed to combine enterprise telephony, video, fixed/mobile convergence and other unified-communications functions.
Tags: VoIP/IP telephony, Siemens HiPath OpenScape, Security, Mobile, Siemens AG, Research In Motion Ltd., Microsoft Windows Mobile, telephony, software, network
Siemens to sell 51 percent of enterprise comms business
News The company will sell a majority share of its enterprise communications business to private equity firm Gores Group, with whom it plans to start a new joint venture.
Tags: Investments, Networking, Network standards/protocols, Next-generation technology/networks, Networking technology, Business broadband, Security, Siemens AG, software, analytics
When customer care doesn't seem to care
Blogs Do companies that wash their hands of several functions--especially "customer care"--by handing over contracts to busine...
WiMax: Waiting to explode in Philippines?
Blogs Last weekend, I had the chance to take part in an offsite press event organized by Smart Communications, the topdog in t...
A sign of things to come?
Blogs Dell Computer, the Texas-based computer maker, announced last Friday it is selling one of the only two company-owned cal...
SpinVox hits back at data-protection criticism
News Voice-to-text conversion firm says it uses overseas call centers for transcription, saying human intervention is used only to help its automated systems learn.
Tags: Authentication and encryption, Network security, Security, Philippines, Training, British Broadcasting Corp., Microsoft Office, data protection, call-center, quality control
Outsourcing trouble with Obama
Blogs I've written in this blog before about my great admiration for Barack Obama, whose sweeping message of change has catapu...
Salesforce jumps on the Twitter-for-CRM bandwagon
News The software-as-a-service company has added Twitter to the lineup of social media sites that clients can keep tabs on using its Service Cloud product.
Tags: Cloud computing, Web services, Web 2.0, Twitter, Blogger, CRM, Cloud computing, Facebook, customer service, senior vice president
Pacnet offshores 22 Aussie jobs
News Asia-Pacific telco Pacnet has confirmed it would be consolidating customer service functions, with changes impacting its offices in Australia, Hong Kong and Singapore.
Tags: Layoffs, Hong Kong, Asia-Pacific, Australia, Malaysia, Offshore, CEO, job, Kuala Lumpur, customer service
Centralize your IT projects
Techguide There are a number of reasons to centralize IT projects in your organization--this article shares some of them.
Tags: Business Strategies & Functions, Service level management, IT Governance, Infrastructure/architecture management, SAS Institute, Security, Graphics, SLA, application provider, project management office
Customer support, the new sales force
News During downturn, support agents' expertise at satisfying customers can also be tapped to generate sales leads, says service operations head.
Tags: Customer support, Support, Training, Asia-Pacific, Sales, Customer, agent, sales force, customer service, call-center
Symantec investigating customer credit card data theft
News BBC News films call center worker selling its reporters credit card numbers of Symantec customers in undercover investigation.
Tags: Security, Norton Co., New Hampshire, New Delhi, credit card information, Symantec Corp., British Broadcasting Corp., Wall Street Journal, credit card, call-center
