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Articles: Customer Service/Call Centers
Annual Call Center Exhibition '08: In an environment where attrition and change are rampant, one speaker argued without passion, contact center agents are lost.
destinationCRM Exclusive: The consultancy gathers its resources and expertise in software-as-a-service CRM -- and stresses that SaaS may not be right for everyone.
Annual Call Center Exhibition '08: According to the keynote presenter, only a personal connection can lead to true satisfaction.
Gartner Web Innovation Summit '08: Computing on the Web today means community, collaboration, and consumerization.
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
The evolution of the physical dialer.
100 percent of companies surveyed by Aberdeen Group report either having customer experience management in place or planning on having it within 30 months.
SAS Institute broadens its customer intelligence with a new analytics solution.
Gartner CRM Summit '08: Key takeaways include building upon the customer experience and embracing social trends; 90 percent of attendees report CRM budgets have either remained the same or increased over the past year.
The nGenera company's latest release looks to proactively avoid potentially poor experiences.
New research from DMG Consulting finds one out of every five contact centers is without a plan for business continuity or disaster recovery.
Gartner CRM Summit '08: Industry analyst provides recommendations in keeping interactions with the customer skin-deep.
Translation software makes inroads where rapid and accurate customer communication is literally life-or-death.
Out-innovate the competition in 9 contrarian ways.
The Rock: Bill McDermott -- president and chief executive officer, SAP Americas & Asia Pacific Japan.
The Herald: Paul Greenberg -- chief customer officer, BPT Partners; president, The 56 Group.
The Big Thinker: Seth Godin -- marketing guru, author, blogger.
The Mailman: Des Cahill -- chief executive officer, Habeas.
The Swells: Josh Bernoff and Charlene Li -- industry analysts and co-authors of Groundswell.
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