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Articles: Customer Service/Call Centers
A new report details deficiencies and opportunities for government agencies to connect with citizens.
The move looks to extend Autonomy's reach into the legal profession's document management sector.
IBM announces cloud-based services within LotusLive, plus integration with CRM players, social networking, and mobile applications.
In a down economy, companies anticipate a negative impact on incentive programs for 2009, but a well-planned, well-implemented program may be just what they need to survive.
In yet another move to expand its workforce optimization offerings, Aspect Software acquires AIM Technologies.
Penetration for Internet Protocol telephony went from 14 percent in 2007 to 20 percent—but 43 percent of respondents plan to take the plunge in the next two years.
The company's ClickContact offering enables service providers to turn communication into customer satisfaction.
NRF Annual '09: Petsmart and Urban Outfitters weigh in on what retailers must do with the horror of 2008 behind them and projections of a difficult 2009 ahead.
The verticalized solutions aim to improve the customer experience and employee productivity.
The provider of professional services automation -- now a NetSuite company -- announces closer integration with Salesforce.com.
The software-as-a-service CRM vendor's new Service Cloud solidifies crowdsourced customer support.
The research firm compares the top vendors in the space.
NRF Annual '09: Discounts are tactical, but a brand is forever. The companies that manage to balance the two will be the ones to come out of this recession alive.
NRF Annual '09: No pressure or anything, but retailers are the key to building "a stronger America."
New research shows confusion among users over what unified communications really means.
New research says IP had a ringing 2008, rising 37 percent, but that growth is likely to flatline this year.
New research finds the market for enterprise unified messaging and voicemail systems continues to grow, particularly abroad.
A process-based approach is key.
New online community offers mobile computer users the chance to help reinvent product development.
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