With A Smile: The Art Of Speech Recognition Over The Phone
By Steve Chambers And Christopher �Blade� Kotelly, SpeechWorks International
While much has been written about the science
and technology of automated speech recognition systems � the recognition
engines, accuracy algorithms, databases and phone networks � little has
been written about the art of the systems, or the way callers think and
feel while using them. Ultimately, the art focuses on creating an engaging
and satisfying caller experience.
A Revolution: Speech Recognition Ignites The Call Center Environment
By Deborah Myrick, Philips Speech Processing
Due to the advent of compact, self-contained
speech-recognition systems designed to meet the user�s needs, effective
speech recognition applications can now be implemented faster and easier,
helping to increase productivity, improve call management and eliminate
extended customer hold times.
CUSTOMER RELATIONSHIP MANAGEMENT
And Buying CRM Software
By Jack McAvoy, Pegasystems
Customer relationship management is the
key to creating a successful business. CRM, however, requires a comprehensive
strategy, carefully designed business practices and integration with existing
applications and contact channels.
A CRM Software Vendor
By Eben Frankenberg, Onyx Software
The Internet is accelerating companies�
sense of urgency about getting to know their most valuable customers.
Given today�s hyper- competitive climate, businesses are faced with the
challenge of how to best serve this complex customer base, how to incorporate
the Web into their business and what to focus their resources on as they
migrate to the Internet. Many companies are finding the solution by implementing
customer relationship management (CRM) software.
Did The Service In E-Service Go?
By Robert Vahid Hashemian, Director of
We all want to see e-commerce continue
its strong growth. It has plenty of space for that. But without proper
e-service, we may end up squashing it before it has a chance to show its
potential. Put the �service� back in e-service and you may be amazed at
how quickly your customers will put the �sales� back in e-sales.
Your Web Site Through Callback And Chat
By Don Steul, Genesys Telecommunications Laboratories, Inc.
With personalization and the need for �real-
time� help on the Internet, Web site encounters are becoming more humanized.
Unfortunately, when most companies think of providing high- quality online
customer interactions, they think exclusively of e-mail. E-mail, however,
is only one form of communication, and it does not meet all customer needs,
especially those that require immediate assistance.
Web Site Is Calling, Please Hold For Your Customer
By Stephen McCarthy, GlobalPhone Corporation
Web sites can now become more than interactive
advertisements. Web callback, or placing an icon that enables customers
to �click to talk� to an agent, creates direct connections between consumers
and an e-commerce company�s customer service and sales professionals,
helping improve service and boost sales.
BUILDING THE PERFECT CALL CENTER
Call Center Ergonomics
Makes Good Business Sense
By Christine Jacobs, Interior Concepts
Ergonomics is the relationship between
a worker and his or her work environment. Unfortunately, all the talk
surrounding poor ergonomics is not hype. It�s a real problem that is crippling
the lives of the people it affects, many of whom are sitting in the call
centers we provide.
Seventh-Annual MVP Quality
C@LL CENTER CRM Solutions is pleased
to announce the recipients of its seventh-annual MVP (Marketing Via Phone)
Call Center News
1.1 By TechExcel
TMC Labs Review ServiceWise 1.1 by
TechExcel is an integrated customer and incident tracking software package
for technical support groups. The product includes incident tracking,
customer management, knowledge management and e-mail notification and
reporting in one package. ServiceWise is easy to use and administer, and
has a large list of features needed for IT departments to remain current