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Articles: Customer Service/Call Centers
Get back to the roots of CRM with this refresher course on integration.
Telephony advances make the delivery of sophisticated information to the desktop possible.
Business outsourcing provider Pearson Government Solutions answers the call of thousands who take employment for granted with those who cannot.
Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful.
A wedding photography business responds to anxious brides-to-be in minutes, not days.
Pardee had seven days to build a home on ABC's Extreme Makeover: Home Edition
The ink is dry on the contact center outsourcing contract. Now what? We take a look at five factors companies need to evaluate over the course of the agreement to ensure a smooth-running partnership.
Delivering multilingual support broadens the capabilities of any company.
Bridging the cultural and IT systems divide.
As contact centers are under mounting pressure to grow revenue for organizations, CSRs are being encouraged to engage in cross- and upsell opportunities.
How to get paid for the value you deliver.
An annual survey of the top-100 U.S. companies reveals what R E S P E C T means to their Web visitors.
The demand for offshoring over the next three years may grow by as much as 30 percent, according to a new study.
IBM announces a services-oriented architecture initiative geared toward business partners, ISVs, and SIs; Siebel and IBM extend their partnership to offer a developer kit.
RightNow Technologies announces products that outfit the company with both Web and voice self-service capabilities.
Customer advocates challenge loyalty card holders' anonymity; an expert cautions that ID fraud issues cut both ways.
Adding account control may lower the outsourcer's customer acquisition costs.
Avaya's new, enhanced call center products use SIP capabilities and instant messaging to immediately help agents help themselves.
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