CRM Is Dead . . . Long Live CRM!Thursday, June 01, 2006 |  |
Call Center Magazine
Paul Stockford
The modern CRM solution needs to save agent time while maintaining a positive customer experience. If your CRM tool doesn't do this, keep shopping.
Genticity's Gail Mercer MacKay exchanges views with Paul Stockford, industry expert. read more ... |
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The Blurry Lines that Define CRMThursday, December 01, 2005 | |
Call Center Magazine
Keith Dawson
Modern CRM is no longer the simple tool set that it used to be from a static set of vendors. Now, what software you use depends on how big you are, how patient you can be and how well you know your own business objectives. Here is an overview from Call Center Magazine, of this rapidly changing marketplace that shows where Genticity fits and excels ... read more ... |
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Move Agents from Traditional Call Metrics to a Holistic Customer Service Mindset: Part 2Tuesday, March 01, 2005 |  |
Call Center Management and Review
Paul Bertin, CEO of Genticity and Villette Nolan, President and CEO of NetReflector
To evolve your contact center from a metrics-driven machine to a holistic customer service operation, you first need to redefine the way agent performance is assessed ... read more ... |
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Move Agents from Traditional Call Metrics to a Holistic Customer Service Mindset: Part 1Tuesday, February 01, 2005 | |
Call Center Management and Review
Paul Bertin, CEO of Genticity and Villette Nolan, President and CEO of NetReflector
The role of inbound contact centers is rapidly changing: Fluctuating economic conditions are compelling them to support business strategy and profitability in addition to delivering regular customer-facing service ... read more ... |
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Software provides web-based contact center solutionTuesday, December 21, 2004 |  |
Product News Network
Suited for inbound, outbound, and blended multi-channel contact centers, Customer1 v2.3 consolidates customer interaction and experience management as well as contact center performance management in one web-based platform ... read more ... |
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Customer Support Finds Its Way With WorkflowFriday, October 01, 2004 | |
Call Center Magazine
Some support tools, like those from Genticity come with their own software for creating knowledge bases. In this way, you can place a group of answers to question under one category, such as printers; that category, in turn, can contain a subcategory of answers to questions about certain types of printers, like inkjet printers. Genticity's Customer1 lets you present a series of question to narrow down a customer's search through your knowledge base ... read more ... |
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NetReflector & Genticity Hook UpTuesday, May 18, 2004 | |
CommWeb
Last week at Call Center Demo and Conference in Orlando NetReflector and Genticity hooked up in a partnership that aims to integrate NetReflector's online survey technology ... read more ... |
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That's the Ticket Tuesday, September 23, 2003 | |
Call Center Magazine
Joe Fleischer
The biggest thing happening in customer support software is in the area that matters most: how you track customers' requests for help. Here's how improvements to workflow and reporting are taking trouble out of trouble ticketing. What makes a customer support center different from a call center? Until customer support emerged as a discipline in its own right ... read more ... |