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RightAnswers Extends Unified Knowledge Suite
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RightAnswers, Inc., a provider of knowledge management, self-service, and knowledge base development, announced the launch of a new customer service solution that leverages the company's flagship product -- the RightAnswers Unified Knowledge Suite (UKS). Utilizing UKS for Customer Service, enterprise organizations can create a broad range of knowledge bases which customers and call center personnel alike can use to find answers to a broad range of questions and other information. Content that is authored and maintained in UKS for Customer Service can be easily accessed by an array of customer service and self-help operations.
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[Full Article]
Aug-14-2010 |
Firms Spend More -- Carefully
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Companies in the U.S. are stepping up purchases of equipment and software at the fastest pace since the late 1990s. But much of the spending is aimed at replacing older equipment after recession-related postponements or to improve efficiency --not to raise production or boost hiring. After one of the sharpest declines in spending on equipment and software, companies in the U.S. boosted their spending on such products at a 21.9% inflation-adjusted annual rate in the second quarter, after the first quarter's 20.4% increase, the U.S. Commerce Department said.
source: WSJ
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[Full Article]
Aug-14-2010 |
New NICE Sales Effectiveness Business Solution Helps Drive Revenues and Enhance Operational Efficiencies
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NICE Systems Ltd., a provider of intent-based solutions that enable organizations to extract Insight from Interactions, introduced the NICE Sales Effectiveness Business Solution. The new business solution helps organizations optimize Customer Dynamics, maximizing the sales potential of their contact centers by significantly improving sales effectiveness, enabling real-time delivery of personalized sales offers and optimized handling of customer objections, resulting in higher service-to-sales conversion rates.
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[Full Article]
Aug-08-2010 |
inContact Partners with Verint Systems to Provide Cloud-Based Workforce Management Solution
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inContact, a provider of on-demand call center software and call center agent optimization tools, announced that it is partnering with Verint Systems Inc., a provider of solutions for enterprise workforce optimization. inContact will convert Verint's workforce management (WFM) solution to their platform and deliver it via the cloud to contact centers of all sizes. Powered by Verint, the new inContact cloud-based workforce management solution is designed to simplify and automate staffing in today's customer service operations.
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[Full Article]
Aug-08-2010 |
SupportIndustry.com Launches 2010 Service and Support Metrics Survey
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The 2010 Service and Support Metrics survey is SupportIndustry.com's annual survey that captures the most sought after metrics that senior level service and support professionals are looking for. The results of this survey, sponsored by Citrix Online, will serve as a valuable tool for any support operation to benchmark their performance against how others are doing. The executive summary and analysis of the survey data will be made available for free to all who participate. As an additional incentive, five participants will receive a $100 Amazon.com gift certificate (winners will be chosen at random).This survey should only take 5-10 minutes of your time. Your response is requested by August 13, 2010. To participate, click here:
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[Full Article]
Aug-01-2010 |
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