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Articles: Customer Service/Call Centers
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.
Analysts weigh in on content management trends for the New Year.
In this recessionary holiday season, the two online players tie for first, while all others fall short of "excellence."
Only 11 percent of companies were considered "excellent" in Forrester's second annual Customer Experience Index (CxPi) Rankings.
Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.
There are several layers to effective email messaging. Delivery is the first one, but getting customers to open and act on emails is what matters.
Raise the bar, instead of falling short of it.
In the rush toward cloud computing, the company that began as a mere search engine is rapidly becoming the go-to source for low- and no-cost office productivity software. Handling customer information, though, requires special attention.
Yamaha cuts down on its paper trail and customer-correspondence time with an electronic-signature tool.
Providing an experience requires a better understanding of your customers.
Focus on the customer's heart, not his head.
How companies can succeed through listening—and taking action.
The new service offers biometrically authorized payments via phone, providing convenience and security.
How data discovery improves agility.
Any improvements in customer satisfaction given today's economy is noteworthy, but government could still use more votes.
The new multi-tenancy licensing option in its OpenScape Contact Center solution opens up new markets for the company, says one analyst.
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
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