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Articles: Customer Service/Call Centers
The open source developer rebrands its core application to better reflect its ease-of-use.
The country's largest companies are not effectively handling online customer queries.
A new partnership between Skylight Systems and Gallup expands in-room service and data gathering options.
Companies are also considering cultural alignment and the ability to offer transformation service when selecting a BPO provider.
Retailers need to change they way they do business to retain consumers.
Entertainment companies are putting the spotlight on targeted customer strategies to improve service, build loyalty, and grow wallet share.
The financial institution is improving both employee productivity and earnings with its monitoring and training initiatives.
Customers know when they are being managed, and the feeling is not a pleasant one.
Those in support of blogging point to the support it has received from many customer service companies.
Most companies will invest in CRM to spur revenue or customer loyalty, not as a way to cut costs.
Project Genesis launches network integrator Novell from silos of information into the integrated customer service space.
Month 8: Strategic deal-making marks a new approach to funding CRM.
ING is growing satisfaction--and revenue--by asking customers and partners what they want, and then giving it to them.
Senior managers spend time with front-line staff for an up close look at customers' concerns.
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
The Hispanic market is calling, and specialty call centers are answering.
The low-cost channel isn't always the right channel for customer service.
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