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Articles: Customer Service/Call Centers
Could an infusion of Web 2.0 in the public sector change the way we view constituent service?
The contact center is part of a larger organization—and its goals must reflect that.
Floggers of these bons mot need a punch in the bouche.
The switch to digital TV broadcasts is upon us—or is it?
So speak softly and carry just 140 characters.
After years of lagging behind, government agencies are now expected to provide the same level of service as their private-sector counterparts. Can they catch up?
eTail West '09: Companies are either wallowing in uncertainty or else diving aimlessly into unknown waters -- either way, the brand takes a hit.
eTail West '09: With revenue down, retailers are having to rely more on analytics than ever before.
Actions, not information, are the true mark of intelligence.
Leverage a services-oriented architecture in the contact center.
New research from Forrester warns companies to invest in customer service — or else.
Make sure your self-service is providing the right service.
Predictive Analytics World '09: A former Amazon.com executive shares the steps required to manage today's customers.
Citrix Online's latest release -- GoToAssist Corporate -- looks to ride the recession to expand into the market for remote support.
Nuance Communications' Mobile Care solution might be the answer for those looking to avoid automated phone systems.
Predictive Analytics World '09: With a goal of operational excellence, you can target the right customers and save money along the way.
Latest report from Forrester Research affirms high correlation between experience and loyalty across all industries.
More than half of telecommunications carriers don't measure customer satisfaction when it comes to enterprise billing.
Despite a slight drop in customer satisfaction, e-commerce and retail put up a strong fight against the economy.
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