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Articles: Customer Service/Call Centers
Shaheen announces Siebel 7.8 and a new company vision at its customer conference in Barcelona.
Successful companies make the application fit the strategy as a best practice, and stay aware of organizational change management needs.
Multiple mobile phones in individual households is driving growth, not the number of homes with phones.
Discrimination against the obese may be hurting businesses.
Leaders include eGain, iPhrase, KANA, and KnowledgeBase, with RightNow and ServiceWare designated as strong performers.
Large retail banks allow chances to garner loyalty to erode; the purely service-call model misses sales opportunities.
Magic Quadrant for CRM Customer Service and Support Applications '05: Lack of industry breadth keeps Amdocs out of the leaders box.
The contact center services in EMEA show promise, but need more visibility.
Focusing on family, communication, and success incentives is essential to the capture of Hispanic customers.
Marketing to this booming demographic takes more than just translating English into Spanish.
Our Service Elite awards, chosen by the editors, are presented to the customer care operations that have delivered impressive results by achieving satisfaction and customer return on investment that set the standard for the rest of the industry. We recognize Elite customer care implementations in the fields of knowledge-base tools, agent-facing desktop applications, quality monitoring, workforce management, speech solutions, and contact-center outsourcing services.
The next level of instant messaging applications can improve agent performance.
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
Consumers aren't necessarily supportive of all that vendors are trying to do to provide customers with cost-effective support.
Small-business owners are 54 percent more likely to be receptive to email than the general population. --Experian
More customers are adopting Web self-service, but not all customers are satisfied.
The venue to reinforce the brand day in and day out is the contact center.
An aggressive integrator, Concerto orchestrates streamlined call center operations in 2005.
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