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Articles: Telecommunications
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.
In Forrester's Annual survey, Barnes and Noble, Marriott Hotels, and Hampton Inn and Suites deliver the best experiences.
The company's latest offering looks to tie individual agent performance more closely with corporate initiatives.
Capture new markets — or reinvigorate existing ones — by reevaluating how those markets perceive your brand.
New research from Strativity Group finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences.
With SMS on the rise, one pundit says the vendor's latest offering will help drive more business.
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