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Articles: Customer Service/Call Centers
Want a more effective interactive voice response system? Here, 10 do's and don'ts.
Take the challenge.
Exhausting customers in a fierce business environment erodes profits through loyalty loss; here, some winning ways to help combat customer fade.
A discount vacation firm finds training heaven on the Web.
A CRMudgeonly view of the vendor-consumer relationship.
A $3.2 billion Arkansas telco turns to self-service and remote troubleshooting to better serve its nontechnical customers.
Increased B2B emphasis on the customer experience and continued CRM investment from midmarket companies are two reasons behind expected 2007 spending of more than $1 billion.
Amdocs unveils version 7 of its CRM suite, a solution designed to enable service providers to deliver an improved customer experience in the ever-converging world of communications.
Altitude Software unveils the latest release of its Altitude uCI contact center suite with most of its shored-up functionality focusing on virtualization, service, and agent productivity.
A research report rates 11 vendors and their products in the performance management space, giving users a sense of where to turn to improve business results.
A study reveals that only half of smaller businesses trust the security of IP telephony, ranking it less certain than many other data networks.
Cost-cutting remains the top reason why companies outsource business processes, but other drivers include supporting growth and driving innovation.
The telephony vendor releases a sophisticated solution for the retail space, highlighting a trend in vertical-based communications solutions, according to one analyst.
The company will debut its Secure Exchange technology tomorrow, enabling callers to give and receive information without being overheard.
The vendor debuts its workforce optimization module, which--thanks to pre-integration with its contact center suite--will make it available to the SMB segment, according to one industry pundit.
Market penetration has been slow, but the benefits of contact center performance management applications to the contact center and other enterprise departments are expected to help spur growth.
New research from Keynote indicates that consumers expect flawless online and mobile experiences, a demand that will only increase this year.
Free shipping as a holiday promotion has become a must-do for online retailers; a new study helps retailers understand how this offer can become a differentiator.
How to keep it from becoming one.
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