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Articles: Customer Service/Call Centers
Maybe someday. In the meantime, Genius.com has unveiled a solution that strives to bridge the departmental divide.
The newest offering from the provider of enterprise compliance and quality management solutions takes the human factor out of unifying data.
A recent study from the SSPA finds "higher-than-expected" gains in customer community and wiki adoption.
The vendor's latest on-demand contact center platform underscores the importance of monitoring calls in real time.
Ventana Research's latest benchmark study lays out the difference between the two, and suggests why the "E" might have more future success than the "R."
West at Home says its new Locked-Down Desktop Security Environment will help a company manage its at-home reps through each agent's own computer.
Helpstream's new Summer 2008 release looks to move beyond traditional knowledge management; one pundit believes the company "has done it better than anyone."
Using customers to benefit customers brings marketing intelligence to a whole new level.
A new partnership between the search-engine giant and content management systems gives end users a tool for Web-page testing.
New statistics affirm the industry's continued growth amid warnings that activity could "take a downturn" as a result of November's presidential election.
AOTA '08: Woeful romantics may cry out over their Missed Connections, but craigslist aims never to let the integrity of its site—or the trust of its millions of users—slip away.
Driving Innovation '08: Verint Americas President Elan Moriah dishes the next key shifts companies must acknowledge and prepare for in order to remain relevant in an increasingly competitive business landscape.
Driving Innovation '08: Verint Systems CEO and President Dan Bodner says that merely collecting intelligence is worthless without being able to properly utilize the data.
7 tips to cure what ails you.
Attensity's new Market Voice solution strives to harvest customer insight from both direct and indirect channels.
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
The hefty merger hopes to rival IBM, but provides little advancement in terms of CRM.
The announcement underscores efforts to speed contact center adoption of on-demand software; a Salesforce.com executive says LiveOps will "help us integrate better to telephony systems."
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