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Articles: Customer Service/Call Centers
G-Force '09: The Alcatel-Lucent subsidiary unveils an initiative designed to eliminate the silos between different communication channels.
In an attempt to "put the caller first," the vendor makes a priority of automated systems that are easier to use, more efficient, and more effective.
Security based on voice biometrics enables companies to register the voice signatures of customers and employees.
The analysis of recorded customer interactions promises to help build better customer service strategies.
Address the mess to improve your appearance in customers' eyes.
Only 16 of the top 100 Internet retailers -- including perennial leaders Netflix and Amazon.com -- improved their satisfaction scores, but the majority of e-commerce sites lost ground. Also, research firm Gartner offers cost-saving tips.
The three-company roll-up aims to enhance customer service by using voice-of-the-customer feedback.
Is MetraTech's latest solution agile enough to tackle the recession and greenfield opportunities?
Magic Quadrant for MCM '09: A tough economy calls for tough, but cheaper, solutions.
Illuminating the agent/customer interaction.
Customer retention in four easy steps.
Movie Web site and ticket retailer implements analytics to aid with internal reporting.
Intuit QuickBase helps TomTom navigate reseller deals.
Retail had a bad season, but Wrigleyville Sports now finds itself safe at home.
Akamai Technologies needed to step up its Web-content delivery efforts on behalf of the music television network.
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Being a shortcut means enhancing your value to those around you.
Why mobile shopping—"m-commerce"—is finally getting a move on.
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