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Articles: Customer Service/Call Centers
A new study by Gartner identifies the top priorities for any business trying to improve its customer service.
Customer expectations are getting higher and higher and companies that don't respond "risk becoming irrelevant and, ultimately, obsolete," according to Accenture.
Declining scores in citizen satisfaction mean the government still has plenty of work to do.
DMG Consulting's latest figures reflect the market's increasing profitability, especially with SMBs.
Jacada's $26 million deal with Software AG now allows the company to focus exclusively on its rapidly growing call center solutions business.
Just because your customers are calling in to an automated response line doesn't mean your script is automatically going to work. Designing a truly interactive conversation is anything but simple.
The ever-evolving journey toward exceptional customer experience.
The social networking company introduced a marketing plan many of its members hated -- and changed course accordingly.
Insurance.com cleans up its customer data -- and cleans up, period.
Hope you like the taste of crow--or foot-in-mouth. Your customers are serving it up hot
In the contest for customers, providing a high-quality experience is how you cross the finish line first.
Direct marketers praise Congress' decision to extend the popular legislation.
Online retail satisfaction goes down, but economy and price aren't the only ones to blame.
Ventana Research delivers a pair of reports on the analytics field, both old school and new.
RealPeopleRatings.com's survey reveals which businesses provide the best customer service, and where they stand with consumers.
AMC Technology resumes its telephony, contact center, and CRM integration webinar series; targeted programs will help attendees focus on specifics.
The latest version of Aspect Unified IP 6.5.1 expands language capabilities, and adds unified command and real-time reporting.
The move expands the telecommunications vendor's line of reporting and analytic software.
Contrary to popular belief, consumers would rather make love, not war.
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