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Articles: Customer Service/Call Centers
Don't just manage relationships—develop them.
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.
With its February '10 release, the customer experience vendor deepens its social functions, bridges communities, and expands monitoring features.
Enhance CRM with online feedback analytics.
How the recession brought marketing and customer service closer together.
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Direct navigation can have a direct impact on your results.
A recent Gartner report takes a dim view of social media projects led by corporate-technology personnel.
Customers want — and expect — personalization.
Convert up to 50 percent of abandoners with real-time follow-up.
Despite boasts that "the customer is king," a new report finds that consumer insight isn't getting a seat at the table.
Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.
Net Promoter Conference '10: Three companies reveal the secrets to delivering high-quality customer experience.
Net Promoter Conference '10: Satmetrix CEO encourages companies to move beyond the "zone of tolerance" to redefine customer experiences.
RightNow Technologies helps Organic Valley feed information-hungry consumers
Your basic processes can affect your agents' stress levels
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
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