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Articles: Customer Service/Call Centers
The billion-dollar market is expected to continue its growth streak thanks in large part to innovation, solutions' ability to address specific contact center issues, and the abundance of best practices.
Adoption rates for workforce management may be high, but a recent study finds that usage and value metrics remain disproportionately low.
The company will beef up its on-demand initiatives through the acquisition with capabilities that are particularly attractive to retailers.
Envision Telephony targets contact center security; etalk unveils Qfiniti Assist; Verint ties together technology and methodology; and more.
A new bundle of VoIP applications helps educators and administrators unify and expand touch points for students and faculty.
The largest U.S. companies are collecting more personal information from customers, but are less likely to spread it around, according to a new report.
The IVR and speech app specialist looks to IP contact center functionality to help it compete more effectively in the general contact center space.
Transformation from service to sales requires different skill sets for agents, and an environment that supports their efforts.
Two approaches to optimizing service delivery.
UCN helps a pharmacy benefit manager handle an expected uptick in call volume.
The bottom line on the theft and privacy of CRM data.
Selective investment in high-value customers empowers companies.
The top six factors of success.
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.
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