However, the CRM vendors quickly realised the web is a valuable customer interaction channel and one they need to address. Vendors also focused on providing these capabilities for two principal channels - face-to-face and via call centres.
For many human interactions, either a telephone conversation is good enough or else people much prefer to meet in person. No amount of broadband would be likely to stop me, as so much is still achieved through face-to-face interaction.
Clever people in nice suits smoothly sold us the notion of creating and driving brand value, maximising customer opportunities and delivering corporate loyalty programmes. Because with the possible exception of the initial contact at the point of...
The average person visits between five and seven casinos while they are in Vegas," said Stanley. Each one of these slot machines has a card reader for loyalty club members and Caesars' Pride said "all those machines have to be touched", meaning...
The so-called W32/Realor worm, discovered in early November 2006, launches malicious websites without user interaction, potentially exposing users to pass-capture malware on the sites. The so-called Exploit-WinAmpPLS installs spyware but requires...
One-fifth of interactions between customers and call centres are now non-telephonic - using methods such as email and text messages instead, according to Dimension Data's Global Centre Benchmarking Report 2007.
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