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Articles: Customer Service/Call Centers
The quality is still there for call center vendors, but other outsourcers are challenging their position, according to a consultancy's new research.
Indonesia's broadband market will grow by 45 percent per year for the next five years, according to research, leading growth in the Asia-Pacific region.
And two-thirds of the laggards plan on using some form of IP within two years, a new study finds.
The new offering marks service-management-solution vendor's attempt to improve internal organization and customer relationships.
A yearly retail satisfaction index maps shoppers' preferences for product feedback--and its impact on online sales and satisfaction.
A recent study says growth in mergers and acquisitions are driven by industry's demand for scale; CRM component of outsourcing is small but "growing rapidly."
The customer management applications market rose 8 percent in 2006, as it did in 2005; SAP and Oracle continue to lead, but their revenue figures don't tell the full tale.
A report argues that as companies engage in survey overkill and collect skewed information, the value of customer feedback will likely fade.
In a hyper-competitive market, a study suggests trumpeting consumer benefits rather than promoting technology.
Consumers make purchasing decisions based on how companies conduct their affairs, but word of mouth has lost its luster.
A new report says the market for quality management/liability recording suites--essentially workforce optimization--more than doubled in 2006.
Focus on these best practices.
Time to listen -- text mining needs greater adoption by customer service departments.
A brave new way.
The new competitive differentiation for luxe retailers will be about behaviors and solutions that are customer--not product--centric.
Text mining helps companies discern true customer sentiment.
Rich shopping is here.
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