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David Barrow
Cost Deflection Out, Customer Experience In, Part 1
08/29/06 4:00 AM PT | CRM Buyer | 959 Words


With companies seeking to squeeze every penny out of operating costs, by deflecting customers to use less expensive means of communication (the Web versus the phone), it seems we're stuck in self-service purgatory. In reality, this drive for cost deflection...

Erika Morphy
MyCyberTwin: Your Customer Service Fantasies Fulfilled
07/01/11 5:00 AM PT | CRM Buyer | 640 Words

Imagine a customer service agent who can do virtually no wrong. She typically answers questions in about three seconds, with an...

Erika Morphy
Genesys Goes After Market Share With VoiceGenie Buy
04/06/06 1:36 PM PT | CRM Buyer | 412 Words

Genesys has announced plans to acquire VoiceGenie, a provider of self-service voice applications -- a move that is expected to solidify the drive to determine which standard will dominate the industry. The acquisition of the privately held firm, which is expected to close...

Jay Lyman
AOL Sheds Jobs Along With Subscribers
10/20/05 12:15 PM PT | E-Commerce Times | 613 Words

"I can only hope that AOL is finding that its members are using online knowledge-enabled tools to provide self-service support," Basex CEO and chief analyst Jonathan Spira told the E-Commerce Times. "When combined with a dwindling membership, the cut of 450 call...

Keith Regan
Suit Accuses Google of Overbilling AdWords Clients
08/09/05 11:12 AM PT | E-Commerce Times | 684 Words

Self-Service or No Service
The complaint suggests that Google did not live up to promises made to advertisers in the AdWords program that they could set a dollar-amount cap above which they would not be charged for click-throughs in any...

Jennifer LeClaire
Post-Holiday Follow-Up Provides Opportunity for E-Tailers
01/06/05 7:52 AM PT | E-Commerce Times | 528 Words

However, historical data show that January is even busier than December -- and more valuable for building and solidifying customer loyalty , according to BroadVision , a global provider of personalized self-service Web applications . Post holiday activity increased 36 percent from 2002...

Lou Hirsh
The Unsung Heroes of E-Commerce
12/14/01 10:30 PM PT | E-Commerce Times | 1010 Words

Self-Service Emphasis

By bringing all of its sales channels under one roof, company officials say Dow is able to service customers more accurately, and at less cost than phone and other methods.

"Self-service is something we're striving for,"...

Vivian Wagner
Helpshift VP Tushar Makhija: Not All Customers Will Help You Make Money
10/17/17 2:21 PM PT | CRM Buyer | 798 Words

The next five to six years were all about self-service , so technology started building up. Today, it is not about time-to-resolution or handling time. It is all about the time-to-cure. That is, how quickly can you identify the problem and stop...

Vivian Wagner
Nanorep CTO Amit Ben: Chatbots Should Be Useful, Not Human
07/12/17 3:46 PM PT | CRM Buyer | 835 Words

In this exclusive interview, Ben explains how companies that offer highly automated self-service tools can make the customer experience highly personal.

Nanorep CTO Amit Ben

CRM Buyer: What is personalized self-service, and why is it important?

Amit Ben: When you...

Erika Morphy
Desk.com Support: Video Is the New Manual
08/11/14 11:26 AM PT | CRM Buyer | 528 Words

... has debuted a new feature for its Salesforce Desk.com Support Center: video support for knowledge-based self-service offerings. Desk.com Video Support Center allows users to embed video content from any of the major video platforms in their online customer service offerings. There is...

Erika Morphy
Wireless Customers Warm Up to Online Buying
08/19/13 5:00 AM PT | CRM Buyer | 399 Words

... customers are generally much happier with the quality of service they receive from providers via the companies' self-service websites than through other outlets, a new survey from J.D. Power reveals. In addition, they're happiest with AT&T among service providers, the study found.

Dana Gardner
Mythbusting the Private Cloud
07/25/11 5:00 AM PT | E-Commerce Times | 2482 Words

Does virtualization equal private cloud -- yes or no? Our customers are asking for the end-user organizations to be able to access their IT services through a self-service portal .

But a private cloud isn't just virtualization, nor is it one virtualization...

Dana Gardner
Cloudgazing: What Does the Rebound Have in Store for IT?
03/14/10 5:00 AM PT | E-Commerce Times | 2216 Words

Jim Kobielus: Number one: IT is increasingly going to in-source much of BI development of reports, queries, dashboards, and the like to the user through mash up self-service approaches, SaaS , flexible visualization, and so forth, simply because they have to.

...

David White
Putting Support Centers In High Gear With Enterprise Search
01/28/10 5:00 AM PT | CRM Buyer | 981 Words

Secondly, many organizations have been able to reduce call volume by providing self-service customer support via an online portal . However, this is only an improvement if customers are able to find the information they need to resolve their issues. If customers...

Bill Grubner Jr.
Emergency Communications Systems: 5 Do's and 5 Don'ts
11/18/08 4:00 AM PT | CRM Buyer | 2398 Words

Although typically agencies try to divert traffic from live assistance to self-service during emergencies, peak demand is difficult to manage . At peak capacity, demand can quickly overwhelm even multiple systems. A major emergency too often overloads the local authority's response system in...

Erika Morphy
RightNow Adds Chat to Feedback Offering
05/27/08 4:00 AM PT | CRM Buyer | 598 Words

Phone, E-mail, Web and Now Chat
In keeping with its self-service roots, RightNow began introducing feedback functionality a little over a year ago in the form of satisfaction surveys delivered over the phone, via e-mail, on the Web -- and...

John Federman
Creating Opportunities to Chat With Online Customers
08/07/07 4:00 AM PT | CRM Buyer | 1343 Words

The Right Contact at the Right Time
The reality is that most companies would prefer not to have every customer inquiry result in a phone call or chat, and they invest heavily in providing self-service tools to address basic customer...

Philippe Gaillard
Personalized Customer Care: It's More Important Than You Think
03/06/07 4:00 AM PT | CRM Buyer | 1186 Words

The Self-Service Option
One final, yet tactical, strategy which helps companies enhance personalization -- without compromising internal bandwidth -- is by placing the power in the customer's hands, literally, with a customer self-service portal .

Providing this tool serves...

Matthew Kresch
Advantages of Today's Managed Services Model
03/10/06 5:00 AM PT | CRM Buyer | 953 Words

Advances in technology and new industry standards have expanded the variety of applications available and opened the benefits of managed services to a wider variety of organizations -- from small centers needing self-service applications to large, multi-site contact centers. The new managed services...

Martin Middlewood
Witness Takes Bird's-Eye View of Contact Center
05/14/04 2:33 PM PT | CRM Buyer | 942 Words

"Being able to visually comprehend the nature and characteristics of calls to a call center brings some obvious benefits," said David Hybels, program manager at The Allen Bonde Group , a consulting firm specializing in CRM . "From a self-service perspective, managers...

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