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Tuesday - May 13, 2008
SAP held its massive annual conference, Sapphire, last week and made the usual flurry of announcements and presentations to its 15,000-some attendees. Still, as is typical of most conferences, the best information filtered out between the official scheduled events. Among the observations CRM guru Paul Greenberg reports on: SAP is living the Web 2.0; its commitment to communities is deepening; it's inching Business By Design toward the back burner; Mike de la Cruz, SVP of mobility and analytics, is a big name on Twitter; and Eric Clapton is a god.
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Tuesday - May 13, 2008
The restaurant-slash-arcade-slash-bar Dave & Buster's is the latest U.S. outlet to suffer a breach of its credit card processing system. Hackers based in Ukraine and Estonia -- assisted by a guy in Miami -- installed packet sniffer malware at the point of sale systems in several D&B outlets.
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Tuesday - May 13, 2008
Alex Palen's visit to the Apple Store in the Walden Galleria in Buffalo, N.Y., last week began as a pleasant one. Walking the electronics retailer's sleek aisles, Palen found the sales staff helpful in selecting the 16 gigabyte iPhone he wanted to buy. But when he took the cash from his wallet to pay for the latest must-have gadget, things took a turn for the worse.
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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.
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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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