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Articles: Customer Service/Call Centers
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.
The communications and networking giant's new Cisco SocialMiner promises ways to increase customer interactions through social media.
Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications.
A cloud-based solution promises to eliminate contact center "whispers."
American Customer Satisfaction Index E-Business Report '10: FoxNews.com and Google take top honors, while popular social networking sites leave members wanting more.
Marrying a variety of voice-of-the-customer approaches, David's Bridal tries measuring sentiment among social media-savvy brides.
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.
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