Share your Take
Join CRMAdvocate (no cost)
Bettering the Customer Experience . . .
What Happens to Customer Reward Points and Miles After You Die
None of us wants our dying words to be, “Make sure you redeem all my points and miles.” So plan ahead. Research released by COLLOQUY shows the after-death transfer to loved ones or friends of rewards earned in customer loyalty programs may not always go as smoothly as expected or desired. For example, US Airways provides clear online policies governing the transfer of miles to proven beneficiaries. Southwest Airlines and Delta Air Lines, on the other hand, have written policies prohibiting such transfers. . . . read more >>
Nuance to Acquire Varolii, Cloud-Based Customer Service
Nuance Communications has signed an agreement to acquire Varolii, the leading provider of cloud-based outbound customer engagement solutions. The Varolii platform is used by companies to manage outbound customer service communications via automated phone, email and text messages, reaching an estimated one out of every five American adults each year. The combination of Varolii and Nuance will create a cloud-based solution that brings together inbound and outbound customer service. . . . read more >>
Contatta Streamlines the Ways Business People Make Contact
Contatta launched as a public beta at the DEMO Fall 2013 conference. The first 10,000 to sign up early will get Contatta free for 60 days. Contatta is built around relationship-based messaging and contextual collaboration, bringing together all the ways you communicate on one modern platform. Contatta streamlines the way business people make contact, consolidating information silos into one system. . . . read more >>
Onmi-Channel Engagement: What’s Next for CRM?
In recent years, customer relationships have evolved to become more dynamic, with consumer demand now focussed on being able to access help and advice wherever, whenever and however they choose. In fact, 81 per cent of people would be more willing to give feedback on their experience if they thought they would get an instant response from the retailer. . . . read more >>
CardWorks Servicing Selects Noble Systems
CardWorks Servicing, LLC, the largest privately held servicer of bankcard card products, has selected the Noble Enterprise solution to improve the management and performance of its customer contact activities. “ The solution package is tailored to meet CardWorks’ business requirements and includes Noble’s blended inbound/outbound contact platform, with web-based agent desktops with unified workflows, IVR to improve contact routing, transaction recording for quality control, and workforce management to schedule resources more efficiently. . . . read more >>