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Articles: Customer Service/Call Centers
Green beer and parades will rule the day, and we shall rue it.
A credit-card company reduces agent strain and finds answers faster with Enkata.
Highlights from online news stories.
A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home.
Beyond the comfy confines of your corporate Web site, people are talking -- and complaining.
Reconsidering the life cycle of customer interaction.
A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.
New research reveals increased competition among Latin American nations looking to provide customer service for America's rapidly expanding Hispanic markets.
LiveOps' Spring 08 On-Demand Call Center Platform comes amid widespread thinking in the industry that customer service's future lies with hosted and managed contact centers.
The on-demand supplier of customer service solutions targets contact center efficiency.
Other industries could stand to learn a few things as e-commerce continues to deliver outstanding customer satisfaction.
In response to customer demand, Autonomy etalk's Intelligent Contact Center solutions suite introduces Qfiniti Web Access, turning any Internet-connected computer into a customer-service station.
A recent spate of releases continues to expand the marketplace for mobile CRM, even as mobile stalwart BlackBerry suffers yet another nationwide service interruption.
Former pure-play business process management (BPM) providers lead the market, now that they've grown into full-suite offerings.
A new study concludes vendors must tap into the midmarket to prevent a potential stagnation in market growth.
Is on-demand marketing the way of the future?
The "software-as-a-service" industry takes yet another big step toward the mainstream with a new release from Web-content management vendor Clickability that relies on a series of technologies delivered "as a service."
The vendor believes consulting on business processes, not solely on software implementation, is the key to unlocking a valuable customer experience.
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