It - CRM latest news

If you could clone your best agent hundreds or thousands of times over, you could ensure that each and every customer calling your contact center receives the same high-quality, friendly and informed response. In reality, natural language speech self-service is probably the closest and best alternative to delivering cost-effective and customer-friendly service.

Small businesses are confident that bleak economic conditions will pass without their being adversely affected by the economic downturn, according to a new study of 250 small-business owners. Or, at the very least, they're keeping a stiff upper lip about the downturn and the prospects for a speedy recovery. A survey from Opinion Research Corporation, a market-research firm, found that there was a general feeling among small businesses that the economy is in rough shape, but there was near-unanimous agreement that future prospects were bright. Wayne Russum, senior vice president at Opinion Research, said that nearly two-thirds of the small businesses interviewed felt that current economic conditions were having a negative effect on their businesses. "The current economic crisis is not just hitting big business," he said. "It is having a strong negative impact on the entrepreneurs whose unique contributions have a significant impact on our overall economic success." This Too Shall

A third of people who shop for flights on airline and other travel Web sites in the EU are being cheated by misleading ads and price schemes, the European Commission said Thursday, threatening legal action to stop such practices. The European Union's consumer protection chief gave airlines and tour operators one year to fall in line with consumer rules or face court action and possible fines. "It is unacceptable that one in three consumers going to book a plane ticket online is being ripped off or misled or confused," said Meglena Kuneva, the EU's consumer protection commissioner. "My message to industry is clear: act now or we will act," she said. Preliminary findings of an EU investigation indicate the main problems on the sites are misleading pricing and vague conditions and contract terms. Airlines and other travel companies often add airport taxes, handling fees, baggage and seating charges and a variety of other costs on top of the prices that first appear on Web sites. "The