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Articles: Customer Service/Call Centers
Former pure-play business process management (BPM) providers lead the market, now that they've grown into full-suite offerings.
A new study concludes vendors must tap into the midmarket to prevent a potential stagnation in market growth.
Is on-demand marketing the way of the future?
The "software-as-a-service" industry takes yet another big step toward the mainstream with a new release from Web-content management vendor Clickability that relies on a series of technologies delivered "as a service."
The vendor believes consulting on business processes, not solely on software implementation, is the key to unlocking a valuable customer experience.
The expanded partnership between eVergance and Jive Software underscores a growing need to provide tools enabling online consumer forums.
Manage the performance, result by result.
Industry heavyweight Ron Verni lands at a field service management company, with a mandate to create growth.
Service optimization technology changes the dynamic.
A new integration between Talisma Corp. and ClickFox will bring analytics to bear on the customer experience.
Impact 360 helps to forecast warmer service for a southeastern telecom's "snowballing" contact center.
Before managers can tackle primary goals, obstacles must be overcome.
Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM?
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent -- and consistently high-quality -- service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet.
What you need to know about quality management and liability recording solutions.
Better customer service may require specialized tools to fill the gaps left by software suites, according to Forrester Research.
A new Gartner study reveals strong growth in the overall outsourcing market -- but even stronger growth in the business-process outsourcing most critical to CRM.
One study finds many technology companies link employees' salaries with customer satisfaction.
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