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Articles: Customer Service/Call Centers
U.S. consumers are willing to spend more with companies that get service right, according to an American Express survey.
Ten percent of customers can't be identified by automated customer service systems, driving down customer satisfaction.
The company's new Plugin Agent serves as an action engine for CRM systems
To make the best use of your time and your company's CRM investments, you must measure what you manage.
CRM director Ven Bontha describes Cemex's transition to SAP CRM
FundNET installs Ifbyphone to redefine call-in support for financial services clients
Media company leverages Pronexus system to standardize subscription services for 14 newspapers
Technologies blend data from different sources, emotional states, and moments in time
Pitney Bowes and others reveal digital delivery service applications
If your customers don't bring YOU their problems, then where do they bring them?
The deal makes CRM and telephony tools available to SMBs.
The Temkin Group's "2011 Experience Ratings" identifies retailers as doing the best job with customers overall, but almost half of companies do a poor job.
Look for these traits to keep both your business and IT organizations happy
EVOip VoIP recording solution will be implemented at facilities in the United States, Japan, China, India, and Australia.
The solution is the first customer care solution developed specifically for the smartphone.
New resource helps merchants and service providers understand and implement PCI DSS requirements for voice recordings.
Customer satisfaction versus offshore cost savings
Personalizing customer communications is important, but it's essential to understand your audiences' preferences and not assume that you know them.
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
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