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Articles: Customer Service/Call Centers
Eloqua Experience '08: Charlene Li, the co-author of "Groundswell" and former Forrester Research analyst, offers simple advice for taking on social media: Just do it.
Two studies offer different perspectives on CRM adoption -- and yet both see an opportunity for continued growth.
RightNow Summit '08: Ultimate customer centricity -- the "faultless journey" -- relies on integrated multichannel communications, an Expedia executive says.
Including user-generated content in the support mix.
J.D. Power and Associates releases its latest findings on the popular (and growing) side of the telecommunications industry.
RightNow Summit '08: CEO Greg Gianforte calls customer experience the final frontier of differentiation.
New research from Cone LLC finds 93 percent of Americans want companies to have a presence in social media.
Sometimes you need more than CRM automation.
WiMax World '08: "Customers can get a lot of benefits out of WiMax if we take the complexity out of it," a Sprint executive says.
The research firm's debut report on this market puts Nice Systems and Verint Systems on top, and says we can expect more vendors to join the WFO party in 2009.
The unified agent desktop provider targets financial services, insurance, and retail with its latest release, Workspace 5.0.
A cosmetics company relies on its customers to share the beauty of its brand.
A valuable customer management system is worth saving.
Bath & Body Works delivers a superior customer experience thanks to Astute Solutions.
Whether marketers send messages across multiple channels or just one, every customer has a limit. The trick is knowing where that limit is.
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
Readers suggest a few other reasons that contact center agents are quitting.
A loyal fan base is the best defense against a declining economy.
Customer experience tales across the Twitterverse.
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