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Articles: Customer Service/Call Centers
Magic Quadrant for Data Quality Tools '09: Five leading vendors hold their ground, despite a slight slip by SAP.
Forrester Customer Experience Forum '09: A Day Two keynote stressed that the pinnacle of online capabilities yet awaits.
Sources say the software-as-a-service business intelligence vendor caved under tough economic conditions.
Forrester Customer Experience Forum '09: Opening keynote stresses the importance of possessing heart, brains, and courage in the pursuit of experience-based differentiation.
The vendor's latest offering looks to deliver a clear vision for unified communications — a vision that centers on productivity enhancements.
Where social media fits within public relations, marketing, and advertising.
How social marketing can spotlight your organization's inner person.
Latest report from Forrester's "Designing for Gen Y Series" examines one of four approaches for engaging with Gen Y on the Web.
A global partnership between the two companies is indicative of a growing trend, according to one pundit.
Ten ways to make sure employees are spreading the right message through social media.
Mobilize customer sales forces with social media marketing: "You need to take your message to the people."
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
Research by Strativity Group shows that higher investments in customer experience result in lower attrition and higher referral and customer satisfaction rates. Cutting back is not an option. "The race is on," says Lior Arussy, president of Strativity Group.
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
Along with Web 2.0, those interactions can also boost brand image.
Mediabistro Circus '09: Social media maven Steve Rubel shares insight into marrying brands and consumers displaying "selective ignorance."
The successful utilization of social media by contact center agents remains several years away, according to new research from Datamonitor.
Industry pundits say the latest initiatives will help the company play catch-up.
RightNow Technologies' latest release provides the company's answer to social media and customer service.
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