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Articles: Customer Service/Call Centers
Though holding its place as the highest-scoring market, many in the manufacturing/nondurable goods industry will unlikely see scores as high in the next quarter.
Inbound and outbound features unite in an alternative to the dialer; one analyst sees hints of ambition beyond the current offering.
Customer Care Framework 2008 updates the company's existing integrated agent workspace with hosted application tools, single sign-on, and more.
As the shopping season approaches, retailers can expect disgruntled customers.
Three self-service mistakes to avoid.
In the weeks since its delayed IPO, the on-demand voice-messaging vendor has struggled to shed the stigma of patent-infringement allegations.
Two recent studies confirm the fact that CRM applications are used by nearly two-thirds of contact centers -- and will become even more influential in the future.
They're not just better than their peers -- they are dramatically better.
Producing pearls, however, is often another matter entirely. Just ask the A-list presenters at the 2007 ANA Multicultural Marketing Conference.
New technologies expose information in new ways. Are you prepared?
Contact centers can't be stodgy. They need to keep up with the kinds of technologies -- email and IM -- their younger customers rely on.
The mortgage division of a financial-services firm credits proactive communications with lowering its delinquency rate.
Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals.
Great branding doesn't come from gimmicks -- it derives from exceptional, innovative customer service.
New research shows Australia leading the adoption of CRM software in the rapidly expanding Asia-Pacific market.
Exact Software delivers a warehouse system dog that will hunt.
The way your firm treats salespeople may reflect the way it treats customers.
Rockler.com has improved its Web site's browser-to-buyer conversion rate by 30 percent.
After years of trial-and-error, enterprises are finally developing innovative strategies and incorporating new software to allow them to identify -- and sell to -- their most profitable customers.
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