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Articles: Customer Service/Call Centers
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.
The company's acquired Witness arm launches its latest workforce optimization suite, Impact 360, stressing analytics prowess and integration.
Innovations and contemporary best practices.
Big Blue's Tivoli Netcool offers cross-network quality assurance, monitoring, and predictive capacities; pricing may be more important than service, analyst cautions
One of Michigan's largest energy providers turns to Intelligent Results to analyze the state's bankruptcy-stricken population.
Analytics are increasingly leveraged for insight into customer behavior.
11 strategies to ensure that you're hearing your customers loud and clear.
Business Problem: A business is unable to track product-defect issues across development teams and customers.
With Antenna Software, the sales force for satellite-service provider DirecTV gets information when it's most needed.
Covad achieves fat customer satisfaction with HyperQuality.
An international provider of air compressors gets Longwood Software to pump up its extensive library.
In the business of producing all-terrain vehicles (ATVs) and motorcycles, customer service can get downright dirty.
Forward thinkers come together to learn how customers are changing the business landscape/
As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way?
When online businesses put customer feedback to use quickly, customers begin to expect it from all companies.
The one overarching trend that will likely make an indelible mark on customer-centric strategies will involve social networking in a big way.
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