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Articles: Customer Service/Call Centers
Making conversations the center of innovation and business strategy.
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
Tips for eavesdropping on social media conversations.
A Forrester Research analyst reveals how Web analytics can produce better customer intelligence.
The enterprise feedback management vendor's Engage 7 adds social media to its toolbox of surveying options, unveils a new interface, and introduces text analysis.
United with CRM offerings, the telephony-as-a-service company helps spread speech technology throughout the enterprise.
RightNow Technologies announces the release of RightNow Mobile, increasing customer interaction via smartphones, tablets, game consoles, and GPS systems.
It's a matter of technology and numbers.
SapphireNow '10: SAP's co-CEOs deliver back-to-back keynote addresses celebrating not only their first 100 days at the helm, but also the general availability of on-demand offering Business ByDesign 2.5 — two months from now.
The deal, reportedly for more than $20 million, allows Lithium to add social media monitoring to its extensive list of capabilities.
A provider of contact center solutions implements CRM to eliminate shelfware and to use tools the company already had in place.
Online eyewear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle
The real revolution is enabling customers to define their own interactions.
Transparency and authenticity are the cornerstones of trust between a company and its customers.
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
The flatter the world, the further the reach of the empowered customer. In his new book, Flip the Funnel, Joseph Jaffe explains how that may finally bring down silos once and for all.
Divining the right path requires the right data.
Innovation is the only thing that can help—and you may be overdue.
With a goal to "open up the enterprise," the semantic analytics company purchases the global listening solution provider for an undisclosed sum.
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