Articles: Telecommunications
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.
We're awash in social networking data. Do we really want our businesses drowning in it, too?
Pent-up demand for integrated telephony and business applications will drive adoption through 2013, according to new research findings.
As the iPhone App Store emerges as a significant brand-building platform, the phrase "There's an app for that" has become a catchphrase for consumers and businesses alike. But is it the right place for you?
How new technology streamlines the mobile operator contact center.
The vendor's packaged solutions target three specific pain points in the contact center.
The launch of Performance Manager aims to automate computer maintenance and reduce the number of calls to the service desk.
The independent market research firm releases its fifth annual WizKids report, themed around operational excellence.
G-Force '09: The Alcatel-Lucent subsidiary unveils an initiative designed to eliminate the silos between different communication channels.
In an attempt to "put the caller first," the vendor makes a priority of automated systems that are easier to use, more efficient, and more effective.
Security based on voice biometrics enables companies to register the voice signatures of customers and employees.
Version 3.0 of the vendor's mobile voice solution expands text-to-speech functionality as well as BlackBerry support.
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