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Articles: Customer Service/Call Centers
Three keys to implementing Internet Protocol call recording into the contact center.
Focusing on technology, experts at destinationCRM2007 are all about the mobility effect.
Well-defined structures and roles are key to maximizing community involvement in Web 2.0 initiatives such as forums, blogs, and chats; a destinationCRM2007 exclusive.
As part of SpeechTEK 2007, experts discuss the coming role of voice-activated search technology.
Two sessions at SpeechTEK 2007 center on the importance of speech as a self-service enabler and its ability to serve as a gateway to CRM applications.
The search giant's speech technology group manager explains at SpeechTEK 2007 how speech technology and mobile applications will help his company 'organize all the world's information.'
Malcolm Gladwell, the renowned author of The Tipping Point and Blink speaks at destinationCRM2007 about how CRM can break the barrier and make its way to success.
Keys to filling the gap between clients and CRM vendors.
By sending exhaustively detailed iPhone bills, service provider AT&T could be trying to head off expensive customer-care calls.
How to put the individual experience back into every customer interaction.
With customer service playing an increasingly important role as a competitive differentiator in the healthcare industry, facilities must place greater emphasis on customer interactions.
By increasing the number of guests, Glance Networks aims to expand the use of its screen-sharing capabilities.
If not, you've got a lot of room to improve collaboration efficiency.
The Japanese-based vendor's purchase of Sphere Communications is a move to bolster its unified communications portfolio, according to one industry pundit.
A report reveals numerous flaws in popular social networking sites' design for user experience--but also some good processes.
With a new compensation application, Workstream attempts to introduce enterprise-level functionality to the midmarket.
The Asian technology firm's purchase of a U.S.-based outsourcing provider is consistent with its expanding worldwide presence, according to one industry analyst.
The company's Qfiniti Explore Version 3.5--the latest version of its multichannel interaction-analysis application--features sentiment analysis, voice processing, trend spotting, and real-time notification--and gives analytics a whole new look.
A recent report reveals that passengers are dissatisfied. Airlines--and all industries--need to take note and plan accordingly.
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