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Articles: Customer Service/Call Centers
destinationCRM Exclusive: The outsourcing giant targets companies looking to further relationships with high-value customers with its latest offering.
Dreamforce '09: A roundup of product releases and enhancements that came out of the so-called "Cloud Event of the Year."
Dreamforce: In a moving speech to a global audience, Colin Powell reinvigorates the need for the purpose-driven individual.
Dreamforce '09: The software-as-a-service pioneer unveils what it calls its fourth cloud -- the Collaboration Cloud -- as well as a product called Chatter.
Only one of these two critical areas of investment requires capital expenditures.
Three trends to adopt today for the cloud-enabled contact center.
New solution for online retailers brings the dressing room into the consumer's own home.
A revamped user interface provides highlights the company's latest service desk solution.
Accelerate customer-centric processes with software-as-a-service-based electronic signatures.
It's been 10 years since the founding of Salesforce.com, and CRM has never been the same.
Barely half of all customer service requests -- 52 percent -- now have their origin in the contact center, according to new research from Aberdeen Group.
Enterprise 2.0: Andrew McAfee, the man who coined the term "Enterprise 2.0," says the key to the transition involves sharing, not scaring.
Say goodbye to boring teleconferences—and hello to riveting, interactive events.
NetSuite's first "premier partner" is a vendor that specializes in making social media work for the enterprise.
Proactive contact is the new customer service imperative.
Pundits say adding the capability, along with social monitoring, is a wise move in a rapidly changing market.
Magic Quadrant for Unified Communications '09: New research finds no single vendor can adequately address a company's UC needs with one solution.
Forrester Consumer Forum '09: Analyst provides three steps for making the customer experience matter.
Forrester Consumer Forum '09: In order to interact with the multi-channel customer, companies must recognize changing consumer behaviors, expand reach on multiple channels, and embrace digital tools.
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