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Articles: Customer Service/Call Centers
New research from Aberdeen finds unified communications is on the minds of many, but more work needs to be done to clear up misconceptions.
The provider of open-source ERP and CRM products releases an upgrade with more analytic and greater integration.
With a nod to Apple's iPhone, the enterprise application vendor reconfigures the user interface for its business software.
The financial services industry overhauls its customer service.
eTail East '08: Consumers just want to buy from someone they can relate to.
CallCopy's cc: Survey enables data collected by customer service agents to influence the entire organization.
eTail East '08: Provide your customers with relevant cross-sells and upsells -- it's a win-win situation.
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
Market intelligence from Gartner shows the Wonder of Walldorf still on top in CRM, ERP, and supply chain.
As Oracle extends the allegations over the SAP subsidiary's illegal downloading, the German juggernaut faces an uprising over its plan to increase maintenance costs.
Physical and mental wellness can affect the quality of customer service.
The one from my birth-minute is no mystery.
Why the contact center may be your last line of defense.
A three-phase approach to reaching social media maturity.
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Too many companies are losing agents at an alarming rate, simply because they're often measuring, managing, and treating the wrong problems.
A set of 5 rules to live by.
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
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