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Articles: Customer Service/Call Centers
Singapore and Canada get top marks for their customer service, says a new Accenture report that ranks 22 governments' customer service programs.
The vendor's new Process Pod for partner ICCM's eService Desk lets users integrate BPM into all aspects of their business, not just the contact center.
Hispanic online buyers will spend more on retail spending than any other minority group until at least 2011; incorporating customer product reviews is one way to cozy up to that market.
In a bizarre twist, a research firm is recommending CIOs in India look to Hong Kong and Singapore to avoid fighting for IT talent within their own country.
Retail catalog call centers are doing a better job of satisfying their callers than call centers for banks, cell phone services, cable and satellite television companies, insurance firms, and PC companies.
The Web experience management specialist delivers upgrades for two of its applications, letting them span an organization's needs.
The technology vendor's new portable scanning terminal could affect how shoppers shop, and how stores generate loyalty.
Two private equity firms rather than a competitor are acquiring the company in a deal valued at about $8.2 billion; analysts see it as positive, but wonder what might have been under a rival.
The makers of computers and other high-tech devices are finally getting around to answering their emails, one study finds; retail still rules the roost in response.
The new platform for secure, two-way customer interaction.
Productivity improved with benchmarks for customer service.
Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.
Although overall customer satisfaction is high, several companies are lagging as consumers' expectations continue to increase on a yearly basis.
There's a new playing field in customer experience management.
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
Generating sales through online/offline collaboration.
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