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Articles: Customer Service/Call Centers
What can we learn from how candidates are using SMS messaging?
ABI Research predicts the industry will reach $1.3 billion within five years.
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
Influencing an influential audience.
The scope of master data management widens -- and Gartner alters its report name to reflect the change.
A new Aberdeen report says profitability is dependent on repeat buyers and a focus on lifetime customer value.
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
Forrester says IT departments, not business leaders, are the ones pushing for Web 2.0 initiatives.
Not every online retailer can lower prices to compete.
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
Segmentation marketing must be individually relevant.
A new Forrester report reveals an increased number of unified communications pilots -- but a low number of actual deployments.
As the show wraps up in Houston, a roundup of some announcements from the vendor's weeklong Worldwide Partner Conference.
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
The customer interaction management vendor -- now an nGenera company -- partners with Denodo to offer data mashups.
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
Forrester says "persuasive" content management relies on having technology and marketing personnel understand each other.
ID Analytics' new authentication solution looks to break high-cost boundaries.
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