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Articles: Customer Service/Call Centers
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.
RightNow Summit '09: A closing keynote address examines the strategies Disney utilizes to deliver on its brand promise.
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
Only social media can put the customer back into CRM.
What do you do when your brand no longer reflects your offerings?
Salesforce.com has proven the importance of making sure its customers are successful.
RightNow Summit '09: In his opening keynote address, founder and CEO Greg Gianforte outlined the company's plan to rid world of bad experiences.
Knowledge management is the path to content management success.
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