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Articles: Customer Service/Call Centers
Embracing customer centricity isn't the same as delivering it.
Jacada hopes a tighter focus will lead to brighter fortunes.
The Rising Stars of 2008 are at your service.
The seven categories, and the companies that led them.
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
Customer service outsourcing comes down to comfort; West retains the crown.
In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer.
Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.
While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.
Replacing computer-telephony integration (CTI), this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.
JPMorgan Chase Card Services has Enkata to thank for a unification of agent metrics.
Highlights from the month's news.
Lofty statements too often end up as small and meaningless actions.
New kinds of software solutions are playing an integral role in helping companies provide faster and more accurate support.
IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.
Automation is second nature to robotics supplier iRobot, making automated customer service from RightNow Technologies a solid match.
Varolii Corp.'s software helps BOK Mortgage reduce the number of delinquent accounts.
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
The deal may help U.K.-based Graham extend the global reach of its ciboodle CRM product, but analysts caution that growth may be more elusive in the United States.
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