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Articles: Customer Service/Call Centers
Frost and Sullivan predict booming North American market; CRM initiatives drive growth; mid-market madness
Windsor Industries launches e-commerce website; tackles technology and channel-conflict issues; best practices to avoid surprises
Customers' expectations for service options are driving changes to contact centers.
Datamonitor: Global enterprise investment in mobile field service to hit $220M this year
Takes aim at healthcare, with partner Aspect; integrates content creation tools from Ephox; saving face in a storm, says analyst
The role of personal communication in client retention
Harvard Pilgrim Health Care promotes CRM benefits on billboards; online billing today, self-service tomorrow; "a gratifying measure," says CEO
SAP's Peter Zencke takes us down the yellow brick road to the multichannel land of Oz.
Are your call center costs bursting at the seams? Here's how to trim down expenses while toning up service.
Forrester predicts market comeback; cross-channel integration, verticalization, Web services, new pricing models weigh in; Microsoft will dominate
New software keeps employees and customers in lockstep; human interaction verses self-help; watching over workers
Genesys creates a voice portal; Avaya and Aspect also shout offerings; VXML is being heard
Avaya delivers latest version of interactive voice-response system; supports VXML 2.0; "Not quite Star Trek," says CRM evangelist
IDC reports mobile middleware market on the rise; 105 million road warriors in U.S. by 2006; the email trigger
SupportSoft unveils automation software; IBM already lovin' it; help-desk days are numbered, says Big Blue executive
Accenture's energy-outsourcing services charge sales, signs deals with CustomerWorks and BC Hydro
CRM developer raises $13.1M to expand marketing, sales efforts
CRM developer raises $13.1M to expand marketing, sales efforts
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