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Articles: Customer Service/Call Centers
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
The deal may help U.K.-based Graham extend the global reach of its ciboodle CRM product, but analysts caution that growth may be more elusive in the United States.
Business Problem: Inability to understand or organize customer feedback in order to retain customers and improve overall service.
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
Collecting rewards made easy with a single swipe.
The rewards are worth reaping.
A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs.
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Recent reports from Forrester find an increasing emphasis on customer experience -- and a payoff in terms of customer retention.
The only growth strategy you need.
VoiceCon 2008: Unified communications starts to expand its footprint -- by helping companies reduce their carbon footprint; IBM unveils a billion-dollar commitment to UC.
Unified communications software vendor Objectworld offers a UC platform that lets companies keep their existing phone systems.
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Traditional approaches waste money.
VoiceCon 2008: In a pair of keynotes at this year's conference, Avaya and Microsoft executives lay out the future of unified communications.
Expanding an existing partnership, the companies are expecting services-oriented architecture to help foster "seamless" customer-service integration.
Communication needs to be a two-way street.
According to statistics from a newly published study, organizations are realizing that "customer satisfaction" means far more than just "happy customers."
A report from the CMO Council reveals that personalization is a marketing force that isn't being fully utilized -- yet.
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