2006 Communication Management Technology 
Team Support
JANUARY 9, 2024
Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?
Upstream Works
JUNE 9, 2022
It was 2006 and it was way ahead of its time – providing omnichannel agent desktop capabilities long before the concept of “omnichannel” was formed. To provide reporting to management so that agents could be better trained and given the information and tools they needed to do their jobs more easily.
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CSM Magazine
OCTOBER 15, 2019
The focus in many areas, has tended to be on technologies that supported infrastructure and reduced operational costs. When it comes to providing that kind of experience, the best place to start is with customer communications. Digital communication is vital. But today’s customer expects much more. Big business benefits.
CSM Magazine
JANUARY 29, 2024
This can help them facilitate communication intended to educate and answer prospective beneficiary questions, even if an interpreter is not needed. Ensure that your organization is listed accurately on the Health Plan Management System (HPMS) list, which CMS uses to make test calls. Furnish agents with informational scripts.
Clarivate
NOVEMBER 14, 2023
Most clients we work with are keen to communicate that their product is innovative. While there is still no cure for diabetes, the availability of increasingly effective medicines over the last century changed it from being considered a terminal diagnosis, particularly for those diagnosed in childhood, to a manageable, chronic disease.
Bill Quiseng
MAY 8, 2017
the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a unique perspective on how customer communication has evolved and where it’s heading. The year was 1987, a time when technology was advancing at a tremendous pace.
CSM Magazine
MARCH 13, 2020
In addition, renewal bots allow customers to select the same messaging channels that they use to communicate with their friends, families and colleagues. Applying the theory – how AA Ireland uses bots to drive customer engagement. Applying the theory – how AA Ireland uses bots to drive customer engagement. About the Author.
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