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Articles: Customer Service/Call Centers
A report argues that as companies engage in survey overkill and collect skewed information, the value of customer feedback will likely fade.
In a hyper-competitive market, a study suggests trumpeting consumer benefits rather than promoting technology.
Consumers make purchasing decisions based on how companies conduct their affairs, but word of mouth has lost its luster.
A new report says the market for quality management/liability recording suites--essentially workforce optimization--more than doubled in 2006.
Focus on these best practices.
Time to listen -- text mining needs greater adoption by customer service departments.
A brave new way.
The new competitive differentiation for luxe retailers will be about behaviors and solutions that are customer--not product--centric.
Text mining helps companies discern true customer sentiment.
Rich shopping is here.
A study finds businesses are turning to master data management solutions to improve their business intelligence results; data governance best practices are still key.
The company releases its first major offering of the IP contact center product from its Telephony@Work acquisition.
Forrester's Finance Forum highlights the importance of interacting independently with target customers.
With the release of Language Assessor, Nexidia aims to improve the interaction between customers and offshore agents.
With the increasing use of open-source software, the ad network has created a venue for companies to market to a targeted audience.
A study reports that contact center surveys are becoming an essential tool in understanding the customer relationship--and the company operations.
As SMBs enjoy an expanding IP communications and managed services market, no dominant players have yet emerged.
When it comes to satisfying customers--that is, citizens--e-government Web sites fare better than the overall federal government does, but they still trail the private sector.
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