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Articles: Customer Service/Call Centers
Overall customer service scores are increasing at hotels, airlines, and car rental companies, but email responsiveness needs more work.
A guide to knowledge-enabled CRM applications puts the company's solutions on top.
An MCI solution follows current market trends, which one analyst asserts are altering IT managers' buying decisions.
The number of offshore suppliers and more client selectivity are contributing to the drop.
A new report offers a framework for developing, measuring, and improving self-service initiatives.
Vendors must first lower costs, then collaborate to deliver single-provider choice if they want people to buy.
Industry leaders meet in New York to discuss secure email measures.
CallMiner adds to its analytics suite a new Web-based reporting and analysis tool that automates the delivery of customized reports.
Shaheen acknowledges the firm did not meet expectations for licensed revenues; there's a new focus on the need to improve, including help from a new CMO and executive vice president of corporate strategy.
Avaya and Genesys announce solutions for different sizes, opening more opportunities in the growing market.
The $1 billion merger will create the world's largest contact center solutions company as the market continues to consolidate.
Identify attrition risks before they disconnect.
An increasing number of companies are seeking these solutions, but vendors have to prove themselves worthy.
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
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