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IT Execs Agree Social Media Improves Customer Relations

Research shows UK is turning social media to business value in spite of security concerns, with Linkedin and Facebook still preferred over Twitter -
The lines have officially been blurred between home and the workplace as UK enterprises embrace the business opportunities offered by social media, according to new research, commissioned by Open Text Corporation. The [...]

SURVEY: Call Centers Risk Losing Customers as Complaints Go Unrecognized

Online poll reinforces increase in customer churn as result of poor experience
A recent survey from speech search specialist Aurix has highlighted that 70 per cent of complaints made to call centers are ‘not being heard.’  In addition over 96 per cent of respondents said that  they would consider switching to a competitor as a result.
In [...]

Customer Service Must be Less than 2 minutes?

If you shop online, and I’m sure most readers do, then you’ll be glad to know a recent crackdown or trend is happening as we speak.
There are just too many scams or tricks on the Internet.   And you thought con artists only existed in the days of Paper Moon?  There’s a sucker born every minute…
In [...]

ManageMyComplaints.com Launches New Cloud Based Customer Complaint and Feedback Management Service

managemycomplaints.com (MMC) has today launched the first-ever online customer complaint and feedback management service targeted at Small and Medium seized enterprises (SMEs). The service is cloud based, delivered as Software as a Service (SaaS) and can be instantly accessible for less than £2 per day.
managemycomplaints.com revolutionises the way SMEs can manage customer complaints and [...]

Five9 Announces New Release of On-Demand Call Center Software Integrated with Leading On-Demand CRM Solutions

Five9 Virtual Call Center Suite Release 7.3 Improves Business Processes in Sales and Marketing, Customer Service and Support, Finance and Collections Through Integrations with Leading On-Demand CRM Vendors Salesforce.com, NetSuite, RightNow and Leads360
PLEASANTON, Calif.–Five9 Inc., the leader in on-demand call center software, announced General Availability (GA) of Release 7.3 of their Virtual Call Center Suite. [...]

Google Wave and CRM, the Next Killer App?

Google Wave’s 80 minute video from last May’s Google Wave Developer Preview at Google I/O 2009 Conference generated almost 5 million views.
Google is known for developing next generation apps: some are great, some good, and some just downright awful and complicated.
But this one may be the next killer app, if it’s launched properly.  There is [...]

InteQ Makes Switching to InfraDesk Simple and Easy for IT Organizations While Demonstrating the Lowest Total Cost of Ownership in the Industry

InteQ is encouraging IT organizations to make the switch to InfraDesk, ITIL SaaS Service Desk, from on-premise solutions, such as BMC Remedy, CA Service Desk, HP ServiceCenter, and benefit from the lowest TCO, accelerated time to production, easy adoption across the enterprise and the most automated ITIL workflow processes
BEDFORD, MA – InteQ, a leading [...]

The Redundant Help-Desk Techie thanks to AT&T Tech Support 360 and Intel VPro

Everyone is trying to cut costs.
Unfortunately, instead of cutting a high salaried executive, most firms cut back staff by laying off the lower end of the food chain.
And that includes Help Desk Technicians, which means welcome your new outsourced Help Desk Technician where he or she will access your system remotely.
Current remote support revolves [...]

Yet Another Good Reason to use PGP – Bank Sends Email to Wrong Gmail User

How many times have you sent an email to the wrong address?
If you mistyped it, and it bounces back from MAILER-DAEMON, no big deal.  (Inside joke – In my early days of Tech Support, I had an client asking me who the hell was “MAILER DAEMON”?)
If you worked in a Corporate environment who used Microsoft [...]

NewVoiceMedia unveils No-Software Call Centre Solution at Call Centre Expo 2009

Companies can now run their entire customer service business in the clouds using NewVoiceMedia’s solution integrated with the Service Cloud: No software, no hardware and no-hassles.
Basingstoke, UK – At Call Centre Expo 2009, NewVoiceMedia introduced a hosted contact centre solution that is integrated into the Service Cloud, the next generation customer service application from salesforce.com. [...]

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