Thursday, March 20, 2008

Latest from Avaya: New App Unifies Channel Partners, Road Warriors, At Home Workers & Corporate Employees

From CRMBUYER: New Avaya App Unifies Presence Info Across Multiple Channels

An excerpt from the article:
"The immediate use of Avaya's latest addition to its product line is likely to be corporate. For example, a company with many reps on the road would know how to best to reach each of its staff members at any particular moment -- by cell, instant message or e-mail.

Avaya has introduced Intelligence Presence, a new software application that gives users -- both in corporate environments and call centers -- the ability to view so-called presence information across multiple sources.

For example, it would allow a contact center rep engaged with a caller to see if a partner company had a rep available to provide answers about shipping schedules or rates."

CSI is an Avaya DevConnect Gold Partner.

Wednesday, March 12, 2008

FYI: Article shows importance of CRM in Credit Unions

Recently ran across this gem in my news feeds: "Gearing Up for CRM 2.0 in Credit Unions". The article was written By Terence Roche.

Article Summary: Changes in how we access credit union services (atms, web services, drive throughs, cell phone banking) are impacting how CRM is integrated and deployed within the organization. Credit unions who are able to use CRM to sustain customer loyalty amidst all of the emerging changes are the ones who will succeed.

Excerpt from article:
"For years, credit unions have differentiated themselves from banks and other competitors by creating strong "trusted advisor" relationships and superior banking experiences for their members. But the rules of the game are changing quickly and in a big way.

This change all starts with the concept of customer relationship management. CRM is a strategy that has been pursued by credit unions ever since the term started being used in the early 1990s. Credit unions have also used the term member relationship management.

Over the years, there have been several different definitions of CRM, but they have always encompassed some common themes:

* CRM organizes processes and delivery of banking services to provide maximum member satisfaction.

* CRM should optimize revenue and profitability.

* CRM customizes strategies and delivery based on the needs and preferences of unique member segments.

* CRM must be planned and articulated at the enterprise level to achieve the desired return.

While these components have not really changed significantly in recent years, it has become apparent that the traditional strategies that worked so well in the past must be challenged and altered going forward. Three major things are forcing this evolution.

1. New channels are quickly changing the entire nature of relationship management. Until as recently as five years ago, members demonstrated a preference for accessing the CU via three main channels: the branch; the ATM, which was largely a transaction processing tool but not a sales or relationship management channel; and the telephone, in the form of an automated voice-response unit or a call center."

Continue on to CRM-Daily and read the rest of the story...

Monday, March 03, 2008

Federal credit union call center director gives feedback on Virtual Observer training

Lockheed Martin Federal Credit Union recently completed Virtual Observer training at their corporate location.

Here is a quote from Kara Fitzgerald, Director of Call Centers:

"I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its ability to interact with employees while they are on a call. I also have positive comments for the training as it is tailored around who is attending. The more interactive the participants the better the training was. The trainer was excellent!"

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