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Articles: Customer Service/Call Centers
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.
The industry rebel -- and founder and chief executive officer of RightNow Technologies -- sits down for a chat.
Think you can translate your brand for the savvy Chinese shopper?
The surveying market may be fragmented, but that doesn't diminish its importance.
Handling the customers who represent the future of your business.
Marketers can't afford to target every fish in the sea. With better aim and finely honed tools, they can take more time to invest in their customer relationships to create highly compatible lists.
A new study highlights the importance for financial services firms to round out their SMB offerings, fresh off the heels of a related announcement by Wells Fargo.
Adhere to a plan and avoid unnecessary changes.
The Bozeman bunch signs partnerships with Demandware and Cast Iron Systems to expand its e-commerce and integration capabilities.
Nuance Conversations '07: The convergence of various networks and technologies will ultimately determine the future of business enterprise.
Research firm delves into a new area of enterprise software: passive desktop agents.
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