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Articles: Customer Service/Call Centers
The scope of master data management widens -- and Gartner alters its report name to reflect the change.
A new Aberdeen report says profitability is dependent on repeat buyers and a focus on lifetime customer value.
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
Forrester says IT departments, not business leaders, are the ones pushing for Web 2.0 initiatives.
Not every online retailer can lower prices to compete.
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
Segmentation marketing must be individually relevant.
A new Forrester report reveals an increased number of unified communications pilots -- but a low number of actual deployments.
As the show wraps up in Houston, a roundup of some announcements from the vendor's weeklong Worldwide Partner Conference.
Gartner sees 23 percent growth in 2007, and also finds social networking becoming a disruptive force in the CRM industry.
The customer interaction management vendor -- now an nGenera company -- partners with Denodo to offer data mashups.
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
Forrester says "persuasive" content management relies on having technology and marketing personnel understand each other.
ID Analytics' new authentication solution looks to break high-cost boundaries.
With CrowdSound, companies can put an ear to customer noise.
The latest study from the CFI Group finds customer satisfaction remains an important competitive differentiator.
The latest CRM products and partnerships from Redmond's software juggernaut have set industry tongues wagging about whether Microsoft has finally forced its way to the forefront -- or if it was ever destined to be a true leader in the first place. Plus, an exclusive interview with Microsoft Chief Executive Officer Steve Ballmer.
Better landing pages increase adoption of relevant weather-alert services.
PracticeWorks brushes up its technical support operations for oral-healthcare offices.
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