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Articles: Customer Service/Call Centers
eTail West '09: Companies are either wallowing in uncertainty or else diving aimlessly into unknown waters -- either way, the brand takes a hit.
eTail West '09: With revenue down, retailers are having to rely more on analytics than ever before.
Actions, not information, are the true mark of intelligence.
Leverage a services-oriented architecture in the contact center.
New research from Forrester warns companies to invest in customer service — or else.
Make sure your self-service is providing the right service.
Predictive Analytics World '09: A former Amazon.com executive shares the steps required to manage today's customers.
Citrix Online's latest release -- GoToAssist Corporate -- looks to ride the recession to expand into the market for remote support.
Nuance Communications' Mobile Care solution might be the answer for those looking to avoid automated phone systems.
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?
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