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Articles: Telecommunications
Be prepared to act on customer feedback.
Pundits say adding the capability will enable quicker, higher quality support for end users.
The latest offering will help the company continue to grow marketshare, pundits say.
A new multinational survey attributes $338.5 billion in lost business to flawed customer service efforts.
Pundits say the company's latest release tightens competition in the QM space.
destinationCRM Exclusive: The outsourcing giant targets companies looking to further relationships with high-value customers with its latest offering.
Magic Quadrant for Unified Communications '09: New research finds no single vendor can adequately address a company's UC needs with one solution.
The company's latest on-demand solution looks to ease the challenges online marketers face today.
What do you do when your brand no longer reflects your offerings?
Knowledge management is the path to content management success.
eMetrics '09: Even if the transactions don't necessarily happen on the Web site, B2B marketers still have to manage the site experience.
The vendor's pair of new solutions are geared to make an impact quickly -- just what companies need, according to analysts.
Predictive Analytics World '09: With great power comes great responsibility, but the power has yet to fully manifest and predictive analytics is already assuming significant responsibility as it battles hearsay and consumer fear.
Deals by both ClickSoftware and Spoken Communications signal an emerging trend in the customer service sector: competition through acquisition.
Amdocs Retail Experience Solution hopes to tackle a lack of customer visibility in retail stores.
The Myers-Briggs Type Indicator (MBTI) is a 15-minute questionnaire designed to measure psychological preferences in perception and decision-making — and may help reveal what kind of customer or customer agent you could be.
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
When live agents can't be had, interactive voice response systems may suffice.
With incomplete information, some hazards can be deadly.
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