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Articles: Customer Service/Call Centers
Corillian was looking for a call center solution that ran on Microsoft's .Net platform and could create a comprehensive view of a customer for customer service representatives.
SAS Institute Inc. has acquired assets of Verbind Technology for real-time customer behavior tracking capabilities.
Dan Vetras has been appointed president and CEO, succeeding founder and current CEO Pradeep Singh, who remains as chairman of the board.
Vice president and general manager of Epicor's Clientele Group, Doug Berry, says the integration between the portal and the complete .NET suite can help provide end-to-end management of the customer lifecycle.
Genesys Telecommunications Inc. and SAP AG are aligning their internal organizations so that either company can serve as a single point of contact on technical support calls for combined solutions.
Is corporate America really giving customers the royal treatment, or is that just a fairy tale told by those who rule the CRM kingdom?
What happens when the one company you could always count on falters?
CRM best practices have been hiding in plain view.
The call center vendor has finally found a home with a solid foundation.
Portals can be a gateway to better customer relations through improved employee collaboration, including an ideal way to enforce workflow practices.
Chordiant Software and Eontec Ltd. expect to be able to help banks improve customer service and increase the speed in which various products are delivered, while also reducing the total costs of call-center operation.
Sprint and Working Solutions ink deal that will connect more than 16,000 agents via a high-speed voice and data services network.
IT leaders' top priorities are to grow customer loyalty and to increase profitability, says a CRM magazine/A.T. Kearney survey. Here's how to achieve those goals in uncertain times.
Companies can no longer afford to keep workforce management and CRM in separate silos.
The New York City Department of Housing Preservation and Development's contact center is turning heads--including Mayor Bloomberg's.
Nortel says its new network, "One Network. A World of Choice," offers end-to-end voice, data, multimedia, and converged Internet Protocol solutions to businesses of all sizes.
The contact center is the lifeblood of any business and often serves as the initial customer interaction point with a company. There is a strong link between contact center employee satisfaction and customer satisfaction. Learn how to keep your reps happy.
Ad Nederlof unveils the call center vendor's major push.
As the contact center evolves, cross-selling and upselling grow in popularity among companies--but not necessarily among customers.
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