July 18th, 2008 2:38 pm |
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Learn how to increase responsiveness and meet every deadline without straining your staff or your budget. Join PhaseWare’s Randall Nelson and Hoyt Mann for a short session on practical ways to automate your support operations.
At this online event, you’ll learn how to:
- Keep your customers in the loop, not in the dark, about when a problem will be fixed.
- Maintain Service Level Agreements without breaking a sweat.
- Keep the pulse of your customers and know exactly when it goes up.
- Escalate incidents without escalating the workload.
Details:
7 Ways to Automate Customer Support
Friday, July 31st, 2008
8:30am PDT / 10:30am CDT / 11:30am EDT
Register for this webinar or learn more
October 12th, 2007 11:41 am |
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The CRM Advisor
You ask the questions, and our resident CRM guru shares her wisdom.
This week’s question:
“We recently implemented a call center management system as part of our CRM strategy. What key metrics should we be measuring?”
A: For many businesses today, the call center is the “front line” to the customer. Therefore, you want to make sure your agents are performing at optimum levels and delivering the highest quality experience. Read more »
August 26th, 2007 7:21 am |
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In the past, field service operations were often disconnected from other customer-facing functions. While call centers, sales and marketing departments, and help desks have always been viewed as key contributors to customer satisfaction and loyalty, field support teams were considered a cost of doing business.
In recent years, this perception has changed. Many businesses now see field support as playing a major role in the customer experience, and as a result, have made efficient, cost-effective and profitable field service operations a top priority.
In fact, according to the Service and Support Professionals Association (SSPA), “field service is now finding itself in the customer experience spotlight, often for the first time. Driving costs out of field service operations continues to be the primary goal for most organizations, and more companies realize that field agents, with their face to face interactions with customers, have a major impact on customer satisfaction and incremental revenue.”
Read more »
August 21st, 2007 9:01 am |
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You ask the questions, and our resident CRM guru shares her wisdom.
Q: “My company has an internal help desk that provides IT support to employees. Can a CRM system help make it more efficient?”
Read more »
July 28th, 2007 4:47 pm |
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Interactive Voice Response (IVR) solutions have long been used by companies of all types and sizes to increase the efficiency of customer service personnel and reduce the cost of service delivery. But, now, IVR is proving to be one of the best complimentary technologies to CRM applications.
IVR is a phone-based software system that detects entries from a touch tone keypad, as well as live speech, during the course of a call. Callers can enter or speak their account numbers, order tracking numbers, or other identifying data to retrieve important information, which is delivered via pre-recorded text messages. More sophisticated IVR systems allow for processing and execution of simple transactions, such as funds transfers between bank accounts.
With an IVR system, customers have immediate, around-the-clock access to service – without the assistance of a live representative. Companies who use IVR as part of their overall CRM strategy can boost satisfaction by delivering faster, more convenient service to their clients, while dramatically reducing support-related expenses.
Some of the leading IVR vendors include Avaya, Nortel Networks, Genesys, InterVoice, and Cisco.
