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Articles: Technology
The firm's goal is to achieve a number one status across every single product it has.
The report outlines a marketing performance measurement model and guidelines for process improvement.
The ability to have a centralized call center may lead to an increase in the use of VoIP.
Violations, more often than not, are the acts of a company's own employees; Mother Nature is a very different kind of external threat.
Loyalty leaders in the IT industry experienced significant growth levels compared with their counterparts.
There is increasing adoption of mobile and wireless devices, with tablet PCs expected to gain more and more in popularity in the next few years.
Brand building was ranked highest among marketing priorities, despite the strong positioning efforts many vendors employed during the tech boom; the brand-building efforts may reflect both fresh faces and survivors looking to establish new markets.
According to a new report by the Service & Support Professionals Association, it's possible to predict during the recruiting phase who the top performers might be, and hire accordingly.
The CVP supports speech-enabled and touch-tone applications that can be integrated with back-end data and business rules accessible through the Web, using Java 2 Enterprise Edition and VoiceXML standards.
Leveraging the power of personalization and dynamic data, Web self-service can handle surprisingly complex tasks designed to improve the customer experience.
Two unfortunate situations have captured center stage at the end of summer 2004.
After years of running into roadblocks trying to ensure that its own service representatives could communicate effectively with one another while in the field, Pitney Bowes needed a new strategy.
Organizations simply cannot make solid decisions based on the 15 to 20 percent of collective knowledge that is housed in CRM systems, nor can they ignore the content of customer emails stored in its CRM systems.
The latest version of the company's application suite for service resolution management explores a variety of areas that help users navigate through self-service.
The Customer Loyalty Bootcamp program is a series of simulations that allow TI managers to experience what it is like to be a TI customer.
IT organizations want solutions that improve their customers' experiences.
The report anticipates moderate growth over the next two years for state-and-local e-governments, but by 2006 expects to see the beginning of a growth cycle to reach a compound annual growth rate of about 30 percent through 2007.
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