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Monday - May 12, 2008
Most health insurance companies have plowed resources into self-service Web sites for their policyholders -- Web site portals that display page after page of details on coverage. Yet the general perception, even among many industry insiders, is that health insurance providers are not customer-friendly. In fact, health insurance companies are notorious for neglecting the most crucial element in their customer service operations: delivering straightforward, legalese-free explanations of their underwriting decisions.
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Monday - May 12, 2008
Bronto is no dinosaur. Founded by former Red Hat executives and launched in 2002, the e-mail marketing software provider has certainly seen its industry and marketplace evolve and change dramatically around it. While questions are often raised about whether e-mail can remain an effective marketing channel given the flood of spam invading consumers' in-boxes and, spending on the channel continues to grow.
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Monday - May 12, 2008
eBay has changed the payment policy for its Australian site to require all transactions to be completed using its PayPal payment platform, a move that has outraged users Down Under and one that reportedly could lead to more changes around the world. eBay announced last month that it would make the change to PayPal-only listings, with the switch being phased in over time.
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Sunday - May 11, 2008
The call center, as an entity, has often been tasked with "making more with less." Customer expectations are rising, labor costs are rising, competition is rising. So what's going down? Budgets, frequently. But in the past, companies could rely on a high degree of spending from consumers and businesses.
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Saturday - May 10, 2008
The software as a service trend is revolutionizing the call center industry, as companies of all sizes are now discovering the advantages of going with hosted versus on-premise solutions. With SaaS for the call center, applications are hosted on a shared platform in a data center and delivered to the agents via the Internet or dedicated network.
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Saturday - May 10, 2008
Typically, new technologies tend to promise more than they deliver. That has not been the case with Web services, which are being integrated into just about every new e-commerce application. "Support for Web services has come from application vendors, application development tool suppliers and middleware vendors," said Jason Bloomberg, a managing partner with market research firm ZapThink.
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Friday - May 9, 2008
If you could clone your best agent hundreds or thousands of times over, you could ensure that each and every customer calling your contact center receives the same high-quality, friendly and informed response. In reality, natural language speech self-service is probably the closest and best alternative to delivering cost-effective and customer-friendly service.
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Thursday - May 8, 2008
Traditionally, the contact center has been a cost center. However, with the contact center transforming into a profit center, the selling of products and services has emerged as an opportunity for the center to improve agent and customer interaction. Yet the challenge will be balancing customer satisfaction goals and driving profits.
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Thursday - May 8, 2008
CDC Software calls itself a "customer-driven company," and its product line reflects this. They offer solutions that help companies "understand, attract and keep valuable customers," which, of course, is the goal of business -- or should be, anyway. CDC has made a number of acquisitions in the past several years, most notably CRM solutions provider Saratoga Systems in April 2007.
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Wednesday - May 7, 2008
SAP will offer new business process and rules management capabilities for its NetWeaver service-oriented architecture platform. NetWeaver Business Process Management and NetWeaver Business Rules Management will allow companies to build or change business processes and rules without coding.
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Wednesday - May 7, 2008
I have been investigating the possibility that social networking is something that can be used inside an organization -- "intra-organizationally," as my bureaucratic friends might say. That should really be no surprise -- the entire employee base is a natural community.
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