| Experts Corner |  "How Can Email Marketing Help Me Keep Customers and Build Customer Relationships?"
Dan Forootan, StreamSend
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| Highlights |
 Four Ways Social Media Impacts CRM
Social media offers four of game-changing extensions to existing CRM capabilities for the creation of truly unified customer experiences.
by Joe Stanhope
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| Abstract: In 2002 Computer Cab found that its existing PBX was unable to cope with the volumes of calls being handled, and it was also unable to provide the sophisticated automated voice response, and call recording that was needed to implement its innovative customer service ideas. |
| Topics:
Customer Service | |
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| Abstract: On their way to building a world class call center, Maverik Inc. implements Coordinated Systems, Inc.'s Virtual Observer VoIP recording software to automate the quality assurance process. Within the first day of recording calls, Maverik was able to help local police thwart a bad check writing scheme. |
| Topics:
Customer Service | Call Centers | | | CRM Methology:
CRM Implementation | |
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| Abstract: The report highlights how San Antonio integrated its existing work order systems to create the new 311 call center, the system’s unique features, and how it has been used to reach out to citizens to help the city better respond to their needs. The report covers how new data are being generated by the system, and in turn, used by city departments to improve performance. San Antonio’s use of service level agreementsto ensure city departments respond to service requests in a timely manner is also discussed. |
| Topics:
Customer Service | | | CRM Methology:
CRM Implementation | |
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| Abstract: The provision of excellent customer service is a hot topic within the banking sector, with many institutions criticised for using overseas providers. However, there are cost effective alternatives and when Saffron Building Society investigated the options for their customer contact, they discovered that Message Pad could offer far more than just technology or an outsourced service. |
| Topics:
Customer Service | Call Centers | | | CRM Methology:
CRM Implementation | |
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| Abstract: Vodafone turned to IEX Corporation, a subsidiary of NICE Systems Ltd., to improve their organization's approach to workforce management. The aim was to boost scheduling efficiencies, increase adherence and gain much needed visibility into operations to ensure they had access to information needed to make timely decisions. |
| Topics:
Customer Service | |
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