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Articles: Customer Service/Call Centers
A good Web site leads to customer acquisition and retention. Discover, American Express, and Chase have the best sites for experience, according to a new report.
Fully realized marketing plans help managers define the customer segments most important to their financial and strategic goals, according to a new study.
The midmarket CRM player, recently acquired by Francisco Partners, unveils IP voice functionality that could extend its relationship with GoldMine shops.
Not all sectors of online business are seeing substantial uptake in adoption and satisfaction, but the channel continues to gain traction for its accessibility and ease of use.
The company opens a new localization center in Ireland to streamline European operations; an industry analyst says the move also addresses differences in culture and marketing.
Japanese cell phone users are using new technology that allows consumers to gather company information by pointing the phone at a building.
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.
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