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Articles: Customer Service/Call Centers
The SugarCRM app for HootSuite helps sales and customer service teams engage and create new leads and cases directly from social media messages and profiles from within the HootSuite dashboard.
Utility companies must step up in a challenging market.
VC101, Virtual Customer, and Communications Intelligence Assessment granted protected trademark status.
According to eDigital Research, social media is currently the only customer contact channel that guarantees a response from a brand.
Taking a customer-centric approach and integrating communication channels are just some of the steps that can lead your contact center to success. (Featured on SmartCustomerService.com.)
CRM Evolution panelists uncover the need to use CRM for more than just selling tickets.
The app makes self-service portals easier for companies to make and for customers to use.
Companies that cling to a product-centric mentality will go the way of the Walkman.
Good or bad, some experiences stay in consumers' minds for years. The difference between the two lies in the hands of your employees.
The new analytics application lets companies derive sentiment analysis and contact insights from internal and external sources.
The solution offers improved agent efficiency and case management through updates in service level agreements, automation, in-app mashups, Mobile Service Desk, and reporting.
Consumers' reviews are honest, and their feedback counts.
New In-App Co-Browse solution lets customer service agents help customers find what they need in mobile applications.
The seemingly innocent practice of recording customer service phone calls is one of the most hotly contested issues facing courts and businesses today. Fortunately, the tide has begun to change. (Originally appeared on SmartCustomerService.com.)
Using Voxeo solutions, BT will provide low-cost, low-risk, cloud IVR, and automated self-service solutions to its customers.
The CRM Connector integrates OfficeSuite with Salesforce.com and other leading CRM applications.
Performance Edition will combine Sales Cloud, Service Cloud and Salesforce Platform with Data.com, Work.com, Identity, Live Agent, Knowledge and additional sandbox functionality in a single solution.
The company is rebranded from Unified Arts to reflect its new focus.
The solution is aimed at reducing caller frustration and in-bound call time by offering users a menu-driven interface across mobile and Web channels.
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