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Articles: Customer Service/Call Centers
Electronic communications are meant to help manage relationships, not build them.
Your real customers are the individual decision-makers within an organization.
Pelorus Associates expects the total worldwide market to hit $1.24 billion in five years, up from $800 million today.
Stronger integration of customer data, online customer service, and company brand values seen as critical for turning large B2C call centers into revenue generators.
inContact aims to further service mid-market contact centers in providing their cloud-based workforce management solution.
Voice Experience Manager allows businesses to a identify a caller before they enter the IVR maze
Taking action on feedback collected through social media, mobile, and text analytics are at the top of the list.
New MyAccount application gives customers self-service access to their invoices 24/7.
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
Diane Clarkson, online customer service analyst, lays out the most successful social media strategies across departments.
Magic Quadrant for Web Content Management '10: With the mobile Web rising in importance, veterans Oracle, Open Text, and Autonomy share space with upstarts SDL, Sitecore, and FatWire.
Evoke CRM study ranks the most social CRM companies on the Web.
With its latest release of Customer Process Manager, Pegasystems aims to make customer interactions more meaningful and customer feedback more actionable.
RightNow Summit '10, Day 2: RightNow's "chief morale officer" explains the value of establishing a corporate atmosphere that's respectful of employees.
eGain Social Experience Suite enables agents to move heated customer debates from social networking sites like Facebook and Twitter to private interaction channels
RightNow CX for Facebook allows organizations to interact with consumers via Facebook from the agent desktop
Rosetta Stone will be the first company to use Parature's new Facebook application
The provider of enterprise communications announces OpenScape Fusion Social Media.
The State of Retailing Online '10: Marketing, Social Commerce, and Mobile: Most of the retail world is struggling to make headway, says a Forrester Research report.
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