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Articles: Technology
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
Communicate early, be highly interactive, and automate
Big changes influence how digital marketers do business
A financial services firm invigorates its VOC program to better understand its business—and its customers
A pet product retailer dramatically increases average order value by empowering its customers
Sonos shoots for perfect pitch with its social media and self-service support capabilities
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
Social networks and peer communities are changing how products are sold
The U.S. government struggles as the entity most resistant to change
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
A study evaluates the performance of leading vendors
The industry needs to overcompensate for its tragic misuse of compensation management.
Astadia and Salesforce CRM help a data-hosting firm increase annual revenue by 200 percent to 300 percent
Contact centers risk wasting powerful technology on the automation of imperfect processes
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