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Articles: Customer Service/Call Centers
A good online customer experience can have extended word-of-mouth benefits; slow response times jeopardize millions in potential revenue gains.
The number of consumers who use online self-service is high, but satisfaction continues to lag.
Consumers have high expectations of customer service, but aren't willing to pay for it.
The company uses Coremetrics to determine which online marketing initiatives are bringing in ROI, and which are not showing results.
Most companies have yet to centralize how they own the customer experience.
The new company will take on a rapidly consolidating market for self-service and help-desk applications.
The country's tourism bureau shifts from mass marketing to tailored campaigns to help drive tourists to the area.
There's job satisfaction in solving customer problems.
The performance-optimization software provider looks to extend its position in the market.
The CRM giant's acquisition of the electronic billing-systems provider aims to strengthen Siebel's stable of front-office offerings.
The folks in charge of the marketing, image, and branding typically don't pay much attention to the guys in the call centers.
If cost savings is not the primary driver, offshore outsourcing may be an option.
Latin American companies add flavor to their services.
A new study examines customers' selection criteria between travel suppliers' Web sites'
Specialized Bicycles "adds" to its sales force with a comprehensive dealer portal.
Vision Improvement Technologies uses specialized telemarketers to stimulate results.
To maximize results, personalized portals must closely align with CRM.
A New York State county plans to use mySAP CRM for first responders.
A Yankee Group study says the vendors rank number one and number two, respectively, as the IP telephony solution providers of choice.
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