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Articles: Customer Service/Call Centers
Working from home or from a satellite office continues to gain traction thanks in large part to efforts geared toward attracting and retaining high-impact employees.
The WFO solutions provider acquires two WFM vendors that play in the financial services space; the move extend its solutions beyond the contact center and into the enterprise.
Its stigma as a menace to service is fading, from both the company and customer end, according to a recent report; customers want service quality, no matter where it comes from.
Every person and company mentioned in this issue should be proud to have helped the industry experience its second consecutive year of growth since its post-Y2K malaise.
They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.
Enhanced intelligence maximizes customer acquisition and retention.
They're just a way for grown-ups to play dress up.
National Customer Service Week '06: Delivering a seamless, straightforward customer experience that lives up to its promises can help companies get repeat, more profitable business.
Smaller franchises are leveraging CRM to increase their fan bases.
Market research firms must measure complete experiences to help clients differentiate products and services.
The CRM software market suffered its share of highly publicized financial nightmares this year, but simultaneously continued to grow for the second consecutive year.
Satisfied customers, soaring returns on investment, cool runnings of both back- and front-end office processes--meet the CRM-enabled companies that planned implementations the way they should be done.
Knova 7 is part of the company's efforts to move from its traditional SRM space into the broader area of managing the customer experience.
The billion-dollar market is expected to continue its growth streak thanks in large part to innovation, solutions' ability to address specific contact center issues, and the abundance of best practices.
Adoption rates for workforce management may be high, but a recent study finds that usage and value metrics remain disproportionately low.
The company will beef up its on-demand initiatives through the acquisition with capabilities that are particularly attractive to retailers.
Envision Telephony targets contact center security; etalk unveils Qfiniti Assist; Verint ties together technology and methodology; and more.
A new bundle of VoIP applications helps educators and administrators unify and expand touch points for students and faculty.
The largest U.S. companies are collecting more personal information from customers, but are less likely to spread it around, according to a new report.
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