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Articles: Customer Service/Call Centers
After years of false starts, wrong turns, and disruptive detours, SMBs can now steer themselves in the right direction: Marketing can finally get them where they want to go.
With more purchasing power than ever, consumers are increasingly leery of businesses they don't believe they can trust.
Contact centers are continuing to accelerate toward a distributed, home-based staffing model, says a new report.
Companies will shell out 16 percent more on customer management apps next year, but nearly one-third of companies have experienced failed implementations -- and 25 percent of all CRM licenses go unused.
Spoiled by customer-centric Web sites in the private sector, visitors of e-government sites are expecting more, according to latest from ForeSee and ACSI.
British research firm The Grass Roots Group breaks into the U.S. market with a report ranking 10 American cities on customer service; Phoenix is tops, while the New York region comes in at the bottom of a closely packed list.
A review of product announcements from the Gartner conferences in Hollywood, Fla., last week.
Contact centers are good at cutting costs, but still have a long way to go in quantifying customer satisfaction.
Alcatel-Lucent, Microsoft, and Nortel retain their positions as leaders, but Cisco Systems and Siemens fall out of the top quadrant; Interactive Intelligence moves up a notch.
Interactive Intelligence moves back into the top quadrant, joining Aspect, Avaya, Cisco, Genesys, and Nortel.
Software conglomerate tells analysts to expect no further acquisitions--for now.
Virtual trade shows and other online events are gaining traction, and best practices are emerging to support them.
Gartner predicts CRM software revenue will grow 14 percent this year to exceed $7.4 billion, as SaaS, sales, and foreign markets continue to drive the market.
A new report identifies the key factors in call center success, and they require looking beyond the benchmarks.
Not all agents are created equal.
The first mistake? Thinking that loyalty is all about improving customer satisfaction.
This year's inductee has earned his place in the pantheon several times over.
The real problem with contact centers runs deeper than you might think.
Traditional marketing wisdom has been that a dissatisfied customer tells 10 people. But today that customer has the capacity to tell 10,000 people -- or 10 million.
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