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Articles: Customer Service/Call Centers
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.
The NCI's cancer information portal leads this quarter's ACSI survey.
A new tool provides a way for lenders and brokers to teach consumers how to reach their magic credit scores.
Search engine marketing helps direct consumers to the right place--your business.
According to one analyst, the management changes give the competition 'a bit of a jump.'
The platform integrates voice and data for CSRs; a Nortel user survey reveals a high percent of respondents have 'started to converge.'
Publicly owned banks need to weigh short-term financial results against long-term customer loyalty.
New revenue opportunities exist for vendors, but to be successful they must take into consideration the variety of markets to which they are selling.
Best practice suggests businesses must prepare customer-facing agents to deal with tough questions when things go wrong.
Computer and software providers' email responsiveness and respect for personal data rate low on a new survey.
Outsourcing Center gives the nod to partnerships that are built to last, and uncovers recent industry trends during its award-evaluation process.
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