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Articles: Customer Service/Call Centers
Driving Innovation '08: Verint Systems CEO and President Dan Bodner says that merely collecting intelligence is worthless without being able to properly utilize the data.
7 tips to cure what ails you.
Attensity's new Market Voice solution strives to harvest customer insight from both direct and indirect channels.
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
The hefty merger hopes to rival IBM, but provides little advancement in terms of CRM.
The announcement underscores efforts to speed contact center adoption of on-demand software; a Salesforce.com executive says LiveOps will "help us integrate better to telephony systems."
These four implementations -- successfully undertaken by wildly different companies utilizing products from a variety of vendors -- represent the very best of this year's efforts.
International Cruise & Excursions sails into workforce management with Aspect Software.
Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight.
Embracing customer centricity isn't the same as delivering it.
Jacada hopes a tighter focus will lead to brighter fortunes.
The Rising Stars of 2008 are at your service.
The seven categories, and the companies that led them.
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
Customer service outsourcing comes down to comfort; West retains the crown.
In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer.
Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.
While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.
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