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Articles: Customer Service/Call Centers
The financial institution is improving both employee productivity and earnings with its monitoring and training initiatives.
Customers know when they are being managed, and the feeling is not a pleasant one.
Those in support of blogging point to the support it has received from many customer service companies.
Most companies will invest in CRM to spur revenue or customer loyalty, not as a way to cut costs.
Project Genesis launches network integrator Novell from silos of information into the integrated customer service space.
Month 8: Strategic deal-making marks a new approach to funding CRM.
ING is growing satisfaction--and revenue--by asking customers and partners what they want, and then giving it to them.
Senior managers spend time with front-line staff for an up close look at customers' concerns.
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
The Hispanic market is calling, and specialty call centers are answering.
The low-cost channel isn't always the right channel for customer service.
Camera phones will be the next contact center productivity tool.
For high-performance businesses, creating a marketing capability that drives real business performance requires an effort that is complex, pervasive and sustained. An excerpt from Outlook, an Accenture publication.
Transforming customer information into actionable insight.
The contact center platform developer will work to expand support for Redmond's upcoming Istanbul client.
Nextance hires KANA board member as CFO; SAP announces strong U.S. license growth; ResponseTek signs large Canadian credit union; and more.
More than half of customers are not satisfied with the service from their carrier; providers are looking at a less-competitive space due to recent mergers.
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