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Articles: Customer Service/Call Centers
Hint: Desperate marketers rarely win.
Analysts say the partnership between Nexidia and Merced Systems will make agent incentives more objective.
Attensity's latest release incorporates insight from social networks to enhance a company's own knowledge base for better customer service.
When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now.
Can a proactive consumer strategy help North America find the impetus it needs to reinvest in customer-facing technology?
Customers aren't unreasonable, says author William Cusick -- they just make decisions without necessarily being able to articulate why.
A contest turns the customer service center into a film location.
Forget all the bells and whistles—usability reigns supreme among CRM users.
Equipment manufacturer Henny Penny cooks up better customer service thanks to Cisco Systems' unified communications solutions.
Analyzing churn helped the Internet service provider improve not just the targeting of its messages, but its overall customer retention as well
Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.
You need more than just transaction data if you want to take action.
Is unified communications the next disruptive technology for customer service?
Big-picture advice for how to improve the customer experience over the next year.
Implement applications to support customer service and technology teams.
Pundits say the company's latest release tightens competition in the QM space.
The research firm's list of technologies with the potential to significantly impact the enterprise in the next three years.
Web 2.0 Expo '09: Panel of 2.0 entrepreneurs hash out the most common routes to failure, paths to recovery, and acceptance of "I Can Has Failure."
Web 2.0 Expo '09: Keynote speaker Chris Brogan converses with attendees on the art listening and what really to do on Twitter, aka the Serendipity Engine.
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