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Articles: Customer Service/Call Centers
Fluency Voice Technology helps a travel services company provide its customers with more communication choice.
Uncover the diamond mine in your customer base.
Companies are failing to identify it.
Unica helps to streamline campaigns and manage a burgeoning customer base for VTR GlobalCom in the land of poets.
The vendor makes available its newest upgrade to its Service suite, which features nine new applications catering to self-service, assisted service, and process automation.
A private equity firm has entered into a merger agreement; the deal is the latest in a trend toward building a service life cycle management suite, according to one analyst.
The company has made generally available new features and enhancements to its multichannel product suite; the functionality focuses on deeper integration and beefed up content authoring and search functionality.
Some customers have more value to a company than others and it pays to treat them accordingly--precision marketing tools can help, a new study finds.
ClientLogic and SITEL enter a merger agreement to form a massive organization spanning six continents; one analyst says the global footprint is "essential in today's space."
Spanlink unveils its Mobile Supervisor Workstation product, arming contact center supervisors with a tool to monitor and manage schedules and interact with agents without having to be in front of their desktop.
Companies place a high value on call center service, but as yet have not invested in the technology and training to support it, according to a new study.
Unified CVP 4.0 features operations, administration, management, and provisioning capabilities, along with service creation environment enhancements.
Securing brand trust is crucial for success says a new study; consistency in security and privacy is needed across the enterprise, yet execs and marketers are not in sync.
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.
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