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Articles: Customer Service/Call Centers
Email-collaboration provider Zimbra sheds complexity, opts for simplicity—and achieves better results.
OSIsoft uses Socialtext to revamp an outdated knowledge base.
Delivering quality customer service means making quality shots.
Author David Meerman Scott reveals the secret to having your idea spread everywhere.
SAPPHIRE '09: SAP executives stressed the emerging need for transparency among all enterprises. Did the message ring true?
Consumers are looking for you on search engines—but are you there to be found?
Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.
Words, words, words. Why don't they mean what they used to?
A new paradigm calls for a reassessment of an industry metric.
Trade-Offs, Part 2 — The Technology Side: "The end of software" doesn't mean the end of software headaches.
Performance management is a contact center requirement.
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
Industry experts—including some LucidEra investors and competitors—speculate on the reasons behind the fall of an on-demand business intelligence pioneer, and LucidEra customers talk about how they'll cope with the loss.
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
"Healthcare" and "customer service" don't have to be mutually exclusive.
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Proven business strategies abound—even new ones.
A decline in email responsiveness creates enormous opportunity.
CRM player plans to integrate proactive service offerings and to focus on point solutions.
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