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Articles: Customer Service/Call Centers
Research firm delves into a new area of enterprise software: passive desktop agents.
The initial public offering for on-demand voice messaging provider SoundBite Communications continues to be delayed due to accusations of patent infringement.
Keeping your customers from breaking up with you.
New research shows that business process outsourcing (BPO) growth has been stagnant among midsize businesses in recent years.
Automation may not lead to satisfaction.
Oracle connects its Siebel Contact Center application to its Oracle Adverse Event Reporting System, targeting pharmaceutical companies.
The company will begin rolling out by year's end the latest version of its IP business communications software platform -- a release focused on security, integration, simplified deployment, and mobility.
In the treacherous arena of customer service, a kind of literal and psychological disconnect exists between technology company executives (who really ought to know better) and their consumers.
In an increasingly global economy, unified communications should be on the top of the to-do list for small and midsize businesses (SMBs), according to a new report.
Wes Hayden becomes president of Nuance Communications' new Enterprise Division, part of Nuance's shift from point technologies to integrated enterprise solutions.
The networking giant's acquisition of Latigent, a provider of contact center business intelligence software, extends the reach of its Customer Contact Business Unit.
The corporate parent of the New York Rangers says the league is skating on thin ice.
Business Problem: Managers cannot staff and manage their contact centers effectively.
Carriers announce the latest attempt to provide broadband Internet access to airline passengers.
Mobile coupons are revolutionizing how advertisers market and customers buy.
The Midwest agency beefs up its automotive CRM by uniting with another industry player.
Is a new industry standard keeping executives from focusing on the relationships that matter?
Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
After years of false starts, wrong turns, and disruptive detours, SMBs can now steer themselves in the right direction: Marketing can finally get them where they want to go.
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