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Articles: Customer Service/Call Centers
The old techniques meet the new technology.
You'll need a new platform mindset and a view toward the future.
With BrandConnect, retailers try to listen in on reviews, while getting consumers to propagate them out.
The release of OmniSocial unifies the company's collaboration, social media, and community products.
Amdocs Retail Experience Solution hopes to tackle a lack of customer visibility in retail stores.
Pundits and company executives believe that the new IP Office 5 expands functionality while improving simplicity -- two factors deemed prerequisites for success in this sector.
Coda 2go, an application built natively on Salesforce.com's Force.com platform, becomes FinancialForce.com, a new company backed by Salesforce.com and Unit 4 Agresso, parent company of accounting software vendor Coda.
The Myers-Briggs Type Indicator (MBTI) is a 15-minute questionnaire designed to measure psychological preferences in perception and decision-making — and may help reveal what kind of customer or customer agent you could be.
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
Given the powerful effects of some viral-marketing efforts, even those previously immune are seeing possibilities of epidemic proportions.
When live agents can't be had, interactive voice response systems may suffice.
A shift from managing volume to managing relationships.
The Journey of Implementation — Part 3: A successful social media initiative merely opens up future possibilities.
The measurements you track are an indication of the customer relationships you want to have.
With incomplete information, some hazards can be deadly.
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
Undercutting conventional wisdom, a recent Forrester Research report raises the possibility that a SaaS deployment can outperform an on-premises one for as long as five years -- or more.
Months after entering into a "stalking horse" agreement to purchase the Enterprise Solutions businesses of bankrupt Nortel Networks, Avaya ends up spending nearly twice as much as it originally offered.
Shop.org Annual Summit '09: With 90 percent of households reporting a reduction in shopping,
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