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Start Over Descriptor "Call centers -- Marketing" Journal australian banking & finance
3 results on '"Call centers -- Marketing"'

1. The customer interaction where it really counts; optimising the contact centre to win and retain customers. (Call Centres And Voice Recognition - Special Feature)

Author

McCutcheon, Dermot

Subjects
Banks (Finance) -- Marketing, Customer relationship management -- Marketing, Call centers -- Marketing, Banking industry -- Marketing, Banking, finance and accounting industries, Business, Company marketing practices, Customer relationship management, Banking industry, Marketing
Abstract

WHILE TENS OF MILLIONS OF dollars has been spent on CRM technology by organisations within the banking and finance sector, for many companies there is still a lack of understanding [...]

Published
2002

2. Upgrading contact centres. (Call Centres And Voice Recognition - Special Feature)

Author

Trout, Peter

Subjects
Banks (Finance) -- Marketing, Call centers -- Marketing, Banking industry -- Marketing, Banking, finance and accounting industries, Business, Company marketing practices, Banking industry, Marketing
Abstract

THERE IS GROWING ATTENTION internationally to upgrading the efficiency of banks' call centres. One emerging aspect relates to the integration of customer telephone and email communications into a single contact [...]

Published
2002

3. VoIP technology offers enormous benefits to finance: according to The Forum Corporation *, the average organisation is losing between 15 and 35% of its customers annually, with 69% of these defections due to poor sales or service interactions. (Special Feature - CRM 2002)

Subjects
Customer relationship management -- Marketing, Call centers -- Marketing, Banking industry -- Marketing, Financial services industry -- Marketing, Commercial banks -- Marketing, Internet -- Marketing, Banking, finance and accounting industries, Business, Company marketing practices, Customer relationship management, Financial services industry, Internet, Banking industry, Marketing
Abstract

TRADITIONALLY, WHILE TELEphony-based call centres were only able to handle voice-only customer contact, with the growth of the Internet, banks and financial institutions now have a powerful new medium for [...]

Published
2002

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