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Articles: Customer Service/Call Centers
Companies must understand the nuances and realities of the online selling environment.
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
A recent marketing conference reveals the need to reach multiple acculturation levels instead of targeting one large group.
Nordstrom is the gold standard for customer service excellence -- and, amazingly, word of mouth is its primary marketing tool.
Not a true CRM solution, an updated CosmoCall Universe does allow contact centers to integrate with database apps and speech application platforms, while supporting standalone IP telephones.
G-Force '05: The company collaborates with Verizon to forge a hosted IP solution; the partnership with Microsoft will now deliver BPO solutions.
Executives need to identify what they want to change, then compare their methods to industry needs.
RightNow Technologies and Knova Software play alone in the leaders category, while others fill the Top 10.
Not just for SMBs anymore, organizations of all sizes are now evaluating the potential of hosted contact center solutions.
GPS and similar technologies' versatility and power will help the segment see significant growth, despite slow consumer and business adoption.
The former rival vendors in the speech recognition niche will merge, delivering an extensive selection of enterprise speech solutions.
The first solution on offer since Kanisa and ServiceWare's merger includes an improved search engine and a mobile support application.
This week's Witness user conference highlighted touch point innovation, a workforce optimization maturity model, and the evolution of the VCC.
Industry leaders emerge, but performance as a whole lags behind typical customer satisfaction rates.
A new desktop environment--likely "productized" from a custom tool, according to one analyst--integrates desktop applications for call center workers.
Even well designed CRM initiatives often overlook a crucial element of the customer relationship. Closing this gap can improve CRM results.
Most industries don't have to clear the same hurdles as the tobacco industry, but more products and legislation will likely thwart your communication attempts.
Electric Insurance is operating more efficiently after revamping its labor intensive processes.
Enterprises are debating these choices as their potential continues to mature.
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