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Articles: Customer Service/Call Centers
Social networking has the potential to transform the day-to-day operations of customer service representatives.
The social Web is about to evolve — again. Are you ready to evolve, too?
An alphabetical glossary of what you need to know about social media.
If you expect employees to stay within the lines, you need to draw the lines first.
I don't care to belong to any social network that will accept me as a member.
We're awash in social networking data. Do we really want our businesses drowning in it, too?
Beyond marketing, the popular tools and techniques can also serve as a channel for support.
Active engagement gives us a chance to better understand the customer.
CRM magazine's in-depth report on the state of social media in CRM.
Customer attitudinal information is what companies have been clamoring to obtain for years.
New research finds that companies failing to actively monitor the channel for user-generated content risk falling behind.
Fewer than half of all organizations have a defined strategy regarding customer data, according to research by Experian QAS.
Pent-up demand for integrated telephony and business applications will drive adoption through 2013, according to new research findings.
No-programming-necessary software allows the traditional direct marketer to offer the choice of receiving marketing materials as desired.
How new technology streamlines the mobile operator contact center.
Where 2.0 '09: As geolocation expands beyond mere mapping technology, location data can provide sociological insight -- but it also represents a significant risk to privacy.
The vendor's packaged solutions target three specific pain points in the contact center.
The launch of Performance Manager aims to automate computer maintenance and reduce the number of calls to the service desk.
International AAAI Conference on Weblogs and Social Media '09: Using the digital to explain the analog.
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