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Articles: Customer Service/Call Centers
Companies are willing to pay more for dependable providers, but continue to choose outsourcing to reduce their costs.
Some organizations grapple with attaching bottom-line value to their revamped Web sites, but crafting ROI models can help.
At its Convergence conference, the software giant touts real-time integration and a hosted CRM offering.
A more manageable, single-security standard is expected this year, as current measures are deemed too cumbersome for most users.
Online travel agencies are the preferred destinations for prospects, but a study indicates that this year, consumers are less satisfied with site behaviors.
Companies are undervaluing the channel and its potential savings as more customers seek support.
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.
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