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Articles: Customer Service/Call Centers
G-Force '06: Genesys highlights its Genesys-VoiceGenie integration road map at its annual user conference.
The customer experience management force gains SFA expertise, a workflow engine, and customers; an integrated solution should be ready by summer's end.
Now that the vertical has finished reacting to the Internet, companies are making long-term investments in online consumers.
One in five households make "panic" payments, according to a new study; mailed checks are still the single most common bill settlement method.
Vendors are not very responsive to prospect emails and don't optimize their Web sites, despite what they advise their clients.
Crafting a well-defined customer data management initiative is essential to supplying a holistic view of the customer.
A study by the Luxury Institute rates the top car rental companies in various categories, including a company's ability to deliver on its promises.
New deals by Neocase and LiteScape focus on collaborative efforts with the big dogs.
Customers put top value on employee interaction, not the lowest price--they want access, experience, price, product, and service.
A new study throws fire at a number of business management values and calls the CRM industry into question.
Oracle's Siebel field service management functionality is deemed the space's leader, but may struggle to maintain that status as part of a larger conglomerate.
An outstanding online experience will keep customers coming back again and again.
Priorities are changing from cost cuts to service improvements.
Businesses take marketing and promotional actions before understanding customers' expectations.
Making your IVR system as user friendly as possible will help increase customer loyalty and keep costs down.
Managing B2B2C relationships effectively.
IBM and Call Design help St. George Bank reap the benefits of a speech-user interface.
The problem with automated phone systems is, companies neglect the various environments of a typical user experience.
Leverage what works and keep it simple.
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