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Articles: Customer Service/Call Centers
Intelligent predictive analytics helps enterprises find the vital few.
When consumers' days are filled with all work and no play, it makes communicating with them even more difficult than usual.
CRM magazine's Colin Beasty spoke with Richard Gallagher about his book, Great Customer Connections.
Five guerrilla customer metrics every CEO needs to know.
The Yankee Group finds APM to be one of the most attractive market opportunities driving global network strategy.
Data bandits gained access to personal data of AT&T customers who bought DSL equipment from the telecommunications giant; a potential fraud threat is up for several thousand customers.
Viral marketers are diving into the social networking space, but a recent study says they must not make any sudden moves if they want to gain customer trust.
The groundbreaking Web auction site has been experiencing slowed growth in its auction business, but continues its push into text-based advertising and click-to-call functionality.
Avaya updates its VPNremote phone and IP multimedia contact center offering; NEC unveils a managed IP telephony service for SMBs; Verizon Business furthers its push into IP with three offerings; and more.
Retailers need to learn that value-added services are critical when it comes to differentiating their brand and that better customer service training is a business strategy.
Successful closure will help Comverse extend its real-time billing and customer management solutions, offering Netonomy as both standalone and integrated into Comverse's capabilities.
Enterprises must be careful to understand the difference between the hype surrounding BPO and its actual business benefits, according to a Gartner study.
Google's satisfaction score took a slight dip, but thanks to Yahoo!'s fall, largely attributable to its option-heavy homepage, Google widens its lead.
CampusVue 8 delivers administration and CRM for colleges on the ground and on the Internet; one analyst is impressed by the many options.
Firms have begun to respond to customer demand for quicker replies, strengthening brands and relationships in the process.
Intelligent routing and click-to-connect are some highlights of WebEx's remote service addition to its Support Center product; "[The vendor] understands service," one analyst says.
The VoIP solutions provider gains the established multisite, multichannel, and multilingual functionality of Calabrio, and a customer base spanning Africa, Europe, and South America.
Too many customer programs focus on cost, which misses the point of CRM, according to an ICCM keynote speaker.
Lost jobs get much more press and attention than new positions, according to the National Association of Call Centers, but the country still has the highest rate of closings.
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