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Articles: Customer Service/Call Centers
UnitedHealthcare overhauls its CRM program to embrace an on-demand solution that users will actually use.
With Unica's marketing software, Sears Holdings gains some newfound customer intelligence.
Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.
Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences.
One provider shows how to join consumers in social networks without compromising a secure relationship.
The search-engine giant beaches its innovative collaboration engine.
Executives from four of the industry's top vendors share the same stage—but not the same views.
Enough with the buzzwords and hype. Let's start doing.
Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you?
The always-connected customer prefers self-service smartphone applications.
Knowledge-based technologies are now essential to the customer experience.
We're facing a period of significant change — and measuring the impact of change is what CRM does best.
A study by Performics and ROI Research indicates that customers are talking all across the social Web — about brands in verticals ranging from automotive to travel.
The provider of communications services looks to enhance its collections offering.
Virtual agents are the newest channel for customer service.
The Alcatel-Lucent Genesys Social Media Strategy provides enterprises with a more expansive way to monitor customer activity across social networks.
Social Ad Summit '10: Is your marketing team really prepared to launch a social media campaign?
Location-Based Marketing Summit '10 — Day Two: An executive reveals the cable sports network's current and future location-based strategies.
Web 2.0 Expo '10 — Day 3: A marketing executive from Philips, the largest consumer group on LinkedIn, shares what it takes to run a healthy community.
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