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Articles: Customer Service/Call Centers
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.
A new study finds WFO had a very good 2008, despite the economic downturn.
Shocking new research finds many companies still don't fully understand their own customer service organizations.
Enkata launches a cloud-computing service focused on first-call resolution -- something, according to one industry report, that nearly half of all contact centers fail to even measure.
Forrester Wave on Listening Platforms '09: The analyst firm listens closely to a market segment that used to be known as brand monitoring.
New unified communication offerings are geared to help companies cut costs while improving customer service.
User-Generated Content Expo '09: What's the value of a video that's been seen a million times, if no one buys anything?
BlackBerry Media Event: The smartphone provider describes the release as "the easiest upgrade ever."
User-Generated Content Expo '09: Executives of iStockphoto explain how passion -- backed by user insight -- can be the foundation for a booming business.
Service business strategies for rough economic climates.
Oracle BI Forum: Blending BI and performance management can lead to operational and management excellence.
Cut costs and improve customer service with self-service software.
The recession drives at least one vendor, VPI, to introduce a pricing plan with a topical title: the Call Recording Technology Bailout Package.
AlwaysOn OnMedia '09: Panelists discuss the current state of mobile marketing.
SugarCon '09: Angel.com, an interactive voice response specialist, teams with the open-source CRM pioneer to phone-enable SugarCRM accounts.
The enterprise feedback management vendor broadens its multichannel reach and releases a new on-demand platform.
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