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Articles: Telecommunications
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
The German software giant says it will now be able to offer enterprise software and next-generation business intelligence on mobile devices.
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
Get customers involved in your decision-making with on-demand enterprise content management.
Monitor your customer service operations — and improve the customer experience — with process analytics.
How interactive voice response helps CRM.
Social media may be hot, but don't leave contact centers out in the cold.
Surveys and quality assurance are important, but how do your customers feel about their experience?
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
How the recession brought marketing and customer service closer together.
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Customers want — and expect — personalization.
Don't let distance infringe upon effective leadership.
Community tools from Mzinga help a communications company communicate
Boost sales while recovering from the recession.
Learn the value of integrating a mobile component into your CRM strategy.
Don't let confusion around new devices undermine future opportunities.
How to adopt—and adapt—CRM for a generation raised on mobile technologies.
After closing deals at the end of 2009, the social media agency aims to deliver a broad suite of social media capabilities.
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Companies: Telecommunications
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