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Articles: Customer Service/Call Centers
Customers will have a single upgrade path, single maintenance environment, and singular user interface.
Organizations are adopting outbound dialing systems to be more active in delivering customer service.
A semiannual report shows airline service improving, but travelers want more live agents.
The provider of enterprise infrastructure software hopes to expand into the contact center; first-quarter earnings are up.
The Internet service turns to financial security specialists to protect customers as fraud and online security issues continue to grow.
The vendor's new site allows developers to share ideas, and helps customers and partners understand the company's on-demand CRM platform.
Shaheen announces Siebel 7.8 and a new company vision at its customer conference in Barcelona.
Successful companies make the application fit the strategy as a best practice, and stay aware of organizational change management needs.
Multiple mobile phones in individual households is driving growth, not the number of homes with phones.
Discrimination against the obese may be hurting businesses.
Leaders include eGain, iPhrase, KANA, and KnowledgeBase, with RightNow and ServiceWare designated as strong performers.
Large retail banks allow chances to garner loyalty to erode; the purely service-call model misses sales opportunities.
Magic Quadrant for CRM Customer Service and Support Applications '05: Lack of industry breadth keeps Amdocs out of the leaders box.
The contact center services in EMEA show promise, but need more visibility.
Focusing on family, communication, and success incentives is essential to the capture of Hispanic customers.
Marketing to this booming demographic takes more than just translating English into Spanish.
Our Service Elite awards, chosen by the editors, are presented to the customer care operations that have delivered impressive results by achieving satisfaction and customer return on investment that set the standard for the rest of the industry. We recognize Elite customer care implementations in the fields of knowledge-base tools, agent-facing desktop applications, quality monitoring, workforce management, speech solutions, and contact-center outsourcing services.
The next level of instant messaging applications can improve agent performance.
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
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