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Articles: Customer Service/Call Centers
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.
The company announces the availability of the new Uniphi Suite at its annual user conference in New Orleans.
Organizations are missing the mark when trying to connect with the Hispanic market.
According to new reports by the Economist Intelligence Unit, customer service issues and CRM initiatives have become a major factor in IT budgeting and prioritization.
Customers now have a champion on the executive team: the Chief Customer Officer. CRM magazine reveals the success strategies of three of these new leaders.
Companies looking to boost loyalty are starting at the front lines.
Giving people that kind of power to continue to think about their problems in their own terms and express it in their own terms is really critical.
Operational goals require effective operations--and that's where systems metrics come into play.
We find ourselves again and again puzzled by customers' needs, and we fail to address them.
Proactive care lessens contact center burdens and increases customer loyalty.
The key to mass production of customer and prospect relationships is data velocity and data consolidation.
For every successful CRM installation the customer service landscape is littered with CRM projects that didn't quite hit the mark.
Improving what your most outspoken worker says to your customers.
Things are improving on the corporate information-sharing front, thanks to a number of easy-to-use technologies that support casual knowledge transfers.
The customer who opts in is the one you really want in the first place.
Voice over Internet Protocol (VoIP) promises to simplify the integration of phone, email, and Web for e-business communications.
The role of the contact center agent has expanded considerably, with each agent now required to act in up to three roles.
Customers were happy to move away from the telephone to a Web-based model.
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