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Articles: Customer Service/Call Centers
With Antenna Software, the sales force for satellite-service provider DirecTV gets information when it's most needed.
Covad achieves fat customer satisfaction with HyperQuality.
An international provider of air compressors gets Longwood Software to pump up its extensive library.
In the business of producing all-terrain vehicles (ATVs) and motorcycles, customer service can get downright dirty.
Forward thinkers come together to learn how customers are changing the business landscape/
As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way?
When online businesses put customer feedback to use quickly, customers begin to expect it from all companies.
The one overarching trend that will likely make an indelible mark on customer-centric strategies will involve social networking in a big way.
The vendor's Smart Agent Desktop could make the contact center a whole lot smarter.
A new report details how to better understand -- and, even more critical, how to apply -- Web analytics.
Technology investments designed to empower agents may actually complicate access to required data.
The Montana-based CRM software provider unveils the November '07 edition of its flagship product, replete with trendy new features.
An industry traditionally at the forefront of CRM continues to make the effort to master customer interactions.
As the annual shopping season opens, retailers need to allocate resources more effectively.
Systemic challenges are driving the industry toward self-service and automation.
For banks, connecting with customers is the coin of the realm.
Though holding its place as the highest-scoring market, many in the manufacturing/nondurable goods industry will unlikely see scores as high in the next quarter.
Inbound and outbound features unite in an alternative to the dialer; one analyst sees hints of ambition beyond the current offering.
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