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Articles: Customer Service/Call Centers
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.
Growth may not equal success: One study finds more than one-third of businesses using WFM in the contact center are not satisfied with the WFM process or with the available software.
Start with superior agent experience.
The vendor's new contact center search solution allows agents to enter questions in plain English, and get answers the same way.
The telecommunications powerhouse promises the new release will help businesses improve the overall customer experience -- and cut costs.
Prebuilt BI promises to add the power of perception.
With Amdocs CES 7.5, the company looks to usher in a new era in which consumers control the purchasing process.
National Retail Federation Convention '08: According to the 97th annual NRF confab, what really matters in today's economy goes far beyond price.
Redmond's software giant acquires Norway's Fast Search & Transfer for $1.2 billion, raising questions about how the technology will affect the Web.
Companies are beginning to see the technology as an essential part of customer service strategy.
IDC outlines best practices for an oft-overlooked selling job, and shows that it's more important than some realize.
A new study by Gartner identifies the top priorities for any business trying to improve its customer service.
Customer expectations are getting higher and higher and companies that don't respond "risk becoming irrelevant and, ultimately, obsolete," according to Accenture.
Declining scores in citizen satisfaction mean the government still has plenty of work to do.
DMG Consulting's latest figures reflect the market's increasing profitability, especially with SMBs.
Jacada's $26 million deal with Software AG now allows the company to focus exclusively on its rapidly growing call center solutions business.
Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple.
The ever-evolving journey toward exceptional customer experience.
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