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Articles: Customer Service/Call Centers
Integrate systems and share data to deliver a better, more-holistic customer experience.
Monitor your customer service operations — and improve the customer experience — with process analytics.
How interactive voice response helps CRM.
Jay H. Baker Retailing Initiative/Wharton Interactive Media Initiative '10: The chief executive officer of Home Shopping Network details how to engage customers and improve service.
The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.
Social media may be hot, but don't leave contact centers out in the cold.
Two months after rejecting a bid by CDC Software, customer experience management vendor Chordiant strikes a deal with a leader in the BPM space.
The social media monitoring vendor says the new product "brings the social phone to every desktop in the company."
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
Surveys and quality assurance are important, but how do your customers feel about their experience?
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.
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