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Articles: Customer Service/Call Centers
Announcements from two vendors highlight one of today's fastest growing technology markets.
Although the tax-collection agency's site did not receive the highest satisfaction index, it did take substantial steps to boost citizen satisfaction with its online presence.
A committee of mobile providers sets new guidelines for ethical behavior in wireless telecom, with control in the hands of the consumer.
Many online consumers still see cookies as spyware, and because those who want to opt out will, one analyst advises that firms make it easy for them.
Although IP telephony in the SMB market is still for early adopters, Mitel and Cisco led the way in U.S. market share of IP telephony station shipments in 2005.
The Israeli company announces the latest version of its support software; one analyst calls it a critical IT component for companies providing services to their customers.
Responsiveness is improving, but some travel providers stumble when it comes to the quality of the response, a new TCRG survey reveals.
Cell services that fail to listen to customers will find nobody downloads music; customers are willing to pay a little more than iPod rates, but not the premiums they pay now.
The contact center market continues its migration to IP as vendors make a host of IP-related announcements.
Magic Quadrant for CRM Customer Service and Support (CSS) Applications '06: The company maintains its Magic Quadrant dominance, although the emergence of a full customer service suite is still some time off.
A Gartner analyst predicts "positive but modest growth going forward" for CRM license revenue, as industry players continue to expand their offerings and quench their M&A thirst.
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
Retailers are in transition as they balance customer experience in the store and on the Web.
It is critical to make value creation everyone's job.
How on demand can fulfill your contact center needs.
Track after-the-sale customer issues, because 'It's not just about products.'
Business Problem: A company has little insight into timely customer or employee feedback.
Understand what performance metrics the customer thinks are important.
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