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Articles: Customer Service/Call Centers
Outsourcing may present a better solution than continued insourcing.
An effective workforce management strategy increases service levels with less effort.
Integrate project management and CRM.
The sales and service balance of power has shifted squarely toward customer satisfaction.
How to improve customer satisfaction without relying on software, servers, and screen pops.
Excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! By Lior Arussy (printed with permission from the publisher John Wiley & Sons)
The contact center outsourcer implements Five9's hosted solutions to keep up with burgeoning business.
Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.
We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found.
ResponseTek announces the release of its customer feedback solution designed to increase customer loyalty.
The quality management and liability recording market is expected to grow significantly.
Despite increasing call-abandonment rates, contact centers are reducing the training they provide their staffs.
Powerhouse companies like Amazon.com, Charles Schwab, and eBay are seeing customer satisfaction scores slide.
Accurate customer data helps UrbanFlorist.com manage its Valentine's Day spike, as well as orders for the rest of the year.
New Amdocs 6 product, services, and strategic partnership are targeted for telecommunication providers.
Young, affluent customers are shunning traditional images of wealth and luxury, and looking for more value.
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