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Customer Relationship Management - Customer Service - March 24, 2005
Call Center Agent Performance:
Lesson Learned from Seven Member Companies
Call center agents serve a crucial role, connecting customers to a company's products and services. Their performance must be effective and efficient to maximize the benefits of each customer contact. Find out what seven UW E-Business Consortium Member companies are doing to train, measure and incentivize call center agents in different and innovative ways. This best practice report compares member company activities to each other and industry research to uncover areas for improvement.
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Customer Relationship Management - Sales - September 8, 2004
Inside Sales: Strategies and Leading Practices
Inside sales has become an increasing popular strategy due to the major drawback with outside sales: travel. Inside sales solves this and other problems by replacing plane trips with phone calls, contacting customers world-wide in minutes instead of days, all while enjoying a continuous connection to the corporate information network.
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Customer Relationship Management - Sales - June 17, 2004
Key Account Management
Key account management (KAM), synonymous with strategic account management and global/national account management, is becoming increasingly common and necessary in today’s business environment.
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