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Articles: Customer Service/Call Centers
VoIP protocol SIP's potential in the contact center comes with both benefits and caveats.
More people are bringing "insperiences" into their domestic domain.
6 steps smart companies are taking today to compete.
Cable providers are improving their service offerings surrounding this emerging technology, but there are still some barriers to overcome.
A Swiss telecom provider uses customer analytics to gain foresight into its customers and keep retention rates high.
Celebrating the ultimate CRM professional.
CosmoCom helps hearing impaired callers stay connected.
The secret to meeting or exceeding usage projections.
The affluent are not the only ones craving premium experiences.
The right approach for your company.
Big-box stores are putting the multichannel remote control in consumers' hands.
Overlooking these simple partnership practices may scrap any hope of delivering a seamless customer service experience.
New technologies help improve sales processes, but companies are not focusing enough on fundamentals.
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
The keys to improving payback are to use automation and limit chat technology.
TeaLeaf releases TeaLeaf CX, a rich datastore for online customer experience that provides companies a complete view of consumer interactions, along with a family of applications to analyze them.
Low revenue, customer adoption, and product-activity levels indicate a loss of short-term momentum in a long line of steady growth.
Some household-name banks and full-service brokerages struggle with customer advocacy, while credit unions and insurance firms connect with consumers.
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