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Articles: Customer Service/Call Centers
For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.
New York Life streamlines its workforce, vastly improving internal metrics.
Since roadblocks on the implementation superhighway often come down to human factors, we've collected 10 of the most common and the most costly — to help you avoid them.
A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.
A variety of applications promise revenue generation and cost reduction.
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
Experts insist that social media is measurable—it just depends on how you define your metrics.
It all started with sales tax.
From now on, consumers will be saddled with residual uncertainty.
Author Tara Hunt explains how The Whuffie Factor can be a company's saving grace.
Forget money: Trust, transparency, and value represent today's social currency.
As the higher education sector finds itself struggling under a heavy course load — short-term admissions problems made worse by a systemic financial crisis—leading-edge universities are studying up on CRM.
In a recession, an innovative organization can learn to focus on fewer projects—but ones that can meet and even exceed expectations.
Five surefire ways to increase adoption among customers and contact center agents.
A new CFI Group study find customer satisfaction statistics improving despite the economic downturn.
Start-ups require speed, and the social Web is the backbone of velocity.
Magic Quadrant for Data Quality Tools '09: Five leading vendors hold their ground, despite a slight slip by SAP.
Forrester Customer Experience Forum '09: A Day Two keynote stressed that the pinnacle of online capabilities yet awaits.
Sources say the software-as-a-service business intelligence vendor caved under tough economic conditions.
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