Fair Market Inc., which provides private-label auction services to corporations, will operate a central database that contains bids and offers from buyers and sellers at all the participating Web sites. That means, for example, that a seller who posts an item on Lycos will also be able to entertain bids from people using the auction sites of Excite and Microsoft's MSN as well as Dell Computer and Ticketmaster CitySearch Online Inc., which are also participating in the alliance.
By weaving auctions into several types of Web sites, the companies are trying to draw consumers away from dedicated auction sites such as eBay. "You can put an auction wherever the eyeballs are," says Susan Zaney, VP of marketing at Fair Market. Auction services have proliferated rapidly on the Web as consumers find them an attractive means for trading all kinds of items and companies realize that profits can be had by taking a slice of each transaction. Facilitating auctions between consumers is also attractive to companies because they don't have to warehouse or take possession of the goods that are exchanged. Further, auctions keep users coming back regularly to Web sites to check on the action. EBay, which claims to have more than 3 million items for sale, is the clear leader in online auctions and has been profitable for more than two years. But eBay stock was hammered Friday by news of the alliance, tumbling 11-1/8 to close at 140-5/8.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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