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Articles: Analytics
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.
SAPPHIRE '09: Keynote addresses by several SAP executives reflect the company's desire to quickly deliver business value for companies during the downturn.
The email marketing vendor brings social capabilities to the inbox, and has reasons of its own to celebrate.
Address the mess to improve your appearance in customers' eyes.
SAPPHIRE '09: SAP co-CEO Leo Apotheker lays out his company's roadmap to navigate the economic crisis. "The only antidote to uncertainty is clarity," he says.
Analyzing the gap between what executives promise and what their companies deliver.
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.
The latest edition of E-Business Suite offers a medley of enhanced capabilities, from compensation incentives to supply chain management. Also, Oracle waives first-year Extended Support costs for some customers.
Customer retention in four easy steps.
Movie Web site and ticket retailer implements analytics to aid with internal reporting.
There's a lot going on inside the customer's head, whether you put it there or not. What are salespeople up against?
Automating and optimizing work processes will boost the market for the foreseeable future.
Have retailers, desperate for survival, abandoned their commitment to the customer experience?
New research points to a growing but immature market, populated with "a great mass of junior analysts who…can get quite confused about the depth of all these issues."
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