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Articles: Technology
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Fewer consumers are switching, but that doesn't mean they are happy
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
On-Cor increases brand awareness by sponsoring a multichannel campaign on GSN
Today's seniors can't be left out of IVR design decisions.
Will the smart money back experimental technology?
Engage customers with empathy online and offline, advises Social Nation author Barry Libert
Fickle customers toting mobile devices are just one click away from taking their business elsewhere
More than half of $500-million-a-year companies have in place or are developing such programs, according to Forrester Wave
Oracle lawsuits against SAP and Rimini Street signal a fork down the road
Because GPS wasn't enough for some people, we now have LBS
Social media engagement requires a well-thought-out enterprise-wide approach
Tough economy erodes customer loyalty, but there are ways to rebuild it
Winning formula links essential modules on the same platform
Dell posts gains in IVR performance in Vocalabs study of phone-based tech support.
Contact center surveying/enterprise feedback is a vital first step
A B2B Approach to Leveraging Customer Interaction
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