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Articles: Telecommunications
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.
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
Months after entering into a "stalking horse" agreement to purchase the Enterprise Solutions businesses of bankrupt Nortel Networks, Avaya ends up spending nearly twice as much as it originally offered.
Forrester outlines 12 criteria necessary to address when assessing contact center outsourcers today.
DMG Consulting's latest study finds the contact center survey and analytics software keeps growing despite the recession.
Enough with the promotions, customers demand better service.
destinationCRM.com Exclusive: Company executives and industry pundits alike are calling the move another major win for the hosted contact center delivery model.
CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.
The Market Awards are done, but there's so much left unmocked!
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
SpeechTEK 2009: This year's closing keynote panel examines speech solutions delivered via the software-as-a-service model.
SpeechTEK 2009: The keynote presenter on Day 2 argues that 90 percent of new-customer interactions involve moments of truth that are delivered by technology or technology-enabling personnel.
CRM Evolution '09 — Day 2: Today's keynote address stressed the need for speech throughout the enterprise, not just in the call center.
SpeechTEK 2009: Instead of forcing users to navigate dozens of smartphone icons, one presenter warns, the dominant interface of the future will be voice.
SpeechTEK 2009: Presenters suggest that, even in a time of lowered budgets, it's possible to achieve implementations of high value.
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