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Articles: Customer Service/Call Centers
IBM releases portfolios to help companies shift to new management approaches, because leveraging info as an asset helps build ROI.
The market is expected to become more integrated and to reflect more specific differentiating business objectives.
Companies need to focus less on transactions and products and more on measuring and building long-term relationships.
Providing online support can boost customer satisfaction while cutting costs, but companies must offer the right services to maximize deployments.
The move allows the company to compete with RightNow Technologies, and may underscore Talisma's continued leadership in the Web self-service space.
Bazaarvoice is intended to help businesses boost word-of-mouth strategies by managing and analyzing customer product reviews.
How companies can use customer service to enhance the value of M&A.
Taking the multichannel-service route delivers savings of roughly 40 percent.
Seven tips for dealing with difficult customers.
Management is taking steps to prevent misused information; analyst says the mishap likely won't affect reader loyalty.
Agent hours have been reduced by 20 percent.
Understanding how individuals view Web sites can prevent them from going to competitors when transactions fail.
We tapped contact center industry experts to discuss common gaffes and ways to avoid them and get back on track.
A superb customer experience takes a turn for the worse.
A large insurance provider turns to a state government and a local college to train agents before they come to the call center.
Seven tips for rendering data real and actionable.
Break apart your company's infrastructure.
How do marketers ensure that prudence wins over temptation?
Several speech-technology partnerships and products may help Big Blue get heard over the revenue din of its competition.
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