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Articles: Customer Service/Call Centers
Why structured risk minimization is the next trend in predictive analytics.
Thirty years of TQM, customer service initiatives, and CRM, and customer satisfaction levels are still mediocre.
Recognize that quality control in email situations is a completely different animal.
The risk of customer backlash dictates using caution when offshoring customer care.
The global automaker is improving its results by tracking customer interactions.
Datamonitor predicts that South Africa will see tremendous growth as a customer service hot spot.
The Midwest utility integrates disparate customer information systems after a merger and an acquisition.
Nuasis announces survey results on offshoring; BlueRoads and Witness Systems release new functionality; Acxiom acquires ChinaLoop; and more.
CRM vendors flock to high-capacity online promotional capabilities.
Design Within Reach chooses Iphinity Call Center; Convergys signs multiyear contract with Wachovia; 7-Eleven implements Cognos; and more.
The grocery service is using CRM to manage growth and harvest revenues.
Dreamforce '04: Dozens of software vendors are now tying their CRM capabilities to the on-demand CRM platform.
Miami-Dade relies on its IP call center to help get voters to the polls.
SPL on the verge of being purchased; Siebel announces financial results for its third quarter; Unisys to team up with Linux; and more.
Dreamforce '04: New customizing manager and customer service capabilities are key updates.
The HEAT and GoldMine provider also announced additional products.
The CRM analyst firm lays out strategies for improving bottom-line results with CRM.
The global bank revamps its online experience and improves contact center interactions as a result.
Big Blue takes over data collection and customer service processes for D&B.
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