eloyalty

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In Search of Customer Relevance: Customer Data Analytics Ignites a Customer Insight Revolution

Now more than ever, businesses are turning to strategic analysis of customer data to gain more actionable insight into what is motivating and driving how customers interact. When properly done, customer data analytics will enable organizations to create relevance for their customers by learning how they think; what they buy;...

Tags: Analytics, Relevance, eLoyalty, Financial Planning, Finance

White papers 2006-03-22

Beyond Workforce Management: New Insights Into Complex Contact Centers

This paper will discuss why and how organizations can augment their existing contact center monitoring with accurate call and non-call work analysis. It will further explain how to use the results to accurately forecast, schedule, and measure contact center resources. Finally, this paper will also describe an effective and practical...

Tags: Workforce Management, Contact Center, eLoyalty, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2005-07-18

Principles and Practices for Driving High Performance in the Call Center

If one were to analyze the high-performing employee, he or she could probably devise a list of common positive characteristics. At the top of this list would be high level of job satisfaction that manifests itself in commitment to the organization. While these two characteristics alone do not guarantee high-performing...

Tags: High-performance, eLoyalty, Leadership, Recruitment & Selection, Call Centers, Management, Human Resources, Workforce Management, It Operations

White papers 2005-04-07

Managing CRM Risk

Effective risk management facilitates improved decision-making and cost management, better resource and service delivery, increased innovation and, ultimately, a competitive advantage. Companies embarking on, or in the midst of, CRM implementations can benefit dramatically by applying the structured risk management methods. Such methods may include Risk Identification, Risk Quantification, Risk...

Tags: eLoyalty, Risk Management, CRM, Financial Planning, Advertising & Promotion, Customer Relationship Management (CRM), Strategy, Financial Services, Enterprise Software, Security, Finance, Marketing, Software, Management

White papers 2004-11-24

Campaign Management Solution Implementation: Critical Success Factors for Automating Revenue-Generating Processes

The goal of this paper is to help organizations maximize the Return On Investment ROI of Campaign Management implementation by exploring the key challenges involved with the implementation of Campaign Management and identifying methods of managing these challenges to achieve success quickly and effectively. There are many critical success factors...

Tags: Implementation, eLoyalty, Project Management, Change Management, Tools & Techniques, Roi/Tco, Strategy, It Operations, It service Management, Management, Finance, Managerial Accounting

White papers 2004-11-19

Getting the Most Out of Self-Service: Maximize Self-Service Benefits by Understanding Customer Needs

Self-service is emerging as a tool of choice for consumers and organizations alike. Increasing numbers of people are now selecting self-service options, such as Interactive Voice Response IVR, e-mail, Web, and chat, as their primary means of contact with organizations providing goods and services, and a greater number of forward-thinking...

Tags: Benefit, eLoyalty, Organization, Self-service, Interactive Voice Response (IVR), E-mail, Product Marketing, Productivity, Online Communications, Marketing

White papers 2003-12-05

Speech Recognition Redefines Self-Service

Traditional touch-tone Interactive Voice Response IVR platforms have been around and stable for many years, widely accepted by organizations as a cornerstone of self-service strategy. Speech recognition has also been around for many years, but until very recently had only found very limited and specialized use. But just over the...

Tags: eLoyalty, IVR, Speech Recognition, Interactive Voice Response (IVR), Emerging Technologies

White papers 2003-10-23