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Articles: Telecommunications
CRM Evolution '10 — Day 1: Emily Yellin, author of Your Call Is (Not That) Important to Us, shares some customer service interactions of her own, and reveals the secret of the karmic footprint.
Six ways that the new Internet -- a mobile, social, and real-time Internet -- is changing the playing field for CRM and putting customers back in control.
Forrester Customer Experience Forum '10: Forrester Research Unveils its Voice of the Customer Award winners
How to embrace social engagements in the contact center.
In an effort to provide better predictive analytics, Pitney Bowes pulls out its checkbook.
Aberdeen Group Retail Summit '10: Two keynotes offer new insight into the impact of social and mobile marketing.
Mobile Marketing Forum '10: An executive of the search-engine giant explains how his company plans to capitalize on mobile devices, and the notion of "immobile browsing."
The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash.
The new GoMo Wallet aims to put commerce and transaction functionality in the hands of mobile carriers.
Making conversations the center of innovation and business strategy.
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.
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