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Articles: Telecommunications
A new Forrester Research report highlights the return on investment in social media communities.
For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.
New York Life streamlines its workforce, vastly improving internal metrics.
A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.
A variety of applications promise revenue generation and cost reduction.
A new CFI Group study find customer satisfaction statistics improving despite the economic downturn.
The vendor's latest offering looks to deliver a clear vision for unified communications — a vision that centers on productivity enhancements.
Antenna's latest acquisition puts the company in a position to capture an even greater share of the growing market for mobile middleware.
Latest report from Forrester's "Designing for Gen Y Series" examines one of four approaches for engaging with Gen Y on the Web.
A global partnership between the two companies is indicative of a growing trend, according to one pundit.
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
Research by Strativity Group shows that higher investments in customer experience result in lower attrition and higher referral and customer satisfaction rates. Cutting back is not an option. "The race is on," says Lior Arussy, president of Strativity Group.
Industry pundits say the latest initiatives will help the company play catch-up.
Internet Week '09: Students are connecting and learning on the Web -- and institutions that fail to stay relevant are sure to flunk out.
Your customers are increasingly connected — to you, to your competition, to each other — but you're not supposed to be the center of every network.
A forum designed to address one problem evolves into an enterprise asset.
Social networking has the potential to transform the day-to-day operations of customer service representatives.
The social Web is about to evolve — again. Are you ready to evolve, too?
If you expect employees to stay within the lines, you need to draw the lines first.
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