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Articles: Customer Service/Call Centers
The Web experience management specialist delivers upgrades for two of its applications, letting them span an organization's needs.
The technology vendor's new portable scanning terminal could affect how shoppers shop, and how stores generate loyalty.
Two private equity firms rather than a competitor are acquiring the company in a deal valued at about $8.2 billion; analysts see it as positive, but wonder what might have been under a rival.
The makers of computers and other high-tech devices are finally getting around to answering their emails, one study finds; retail still rules the roost in response.
The new platform for secure, two-way customer interaction.
Productivity improved with benchmarks for customer service.
Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.
Although overall customer satisfaction is high, several companies are lagging as consumers' expectations continue to increase on a yearly basis.
There's a new playing field in customer experience management.
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
Generating sales through online/offline collaboration.
A new report makes the case for interactive help to drive the next wave of success and innovation in the financial services field.
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
Poor treatment or lack of branches or ATMs when they move are some reasons why bank customers switch banks; consider boosting loyalty by offering and promoting sticky services, one analyst says.
A recent study shows that contact centers in all industries have similar goals and needs; teleservices is beating the pack in terms of low call abandonment.
The on-demand provider releases an end-to-end mobile suite solution with several partners; it matches market demand, according to one industry analyst.
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