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Articles: Telecommunications
Shocking new research finds many companies still don't fully understand their own customer service organizations.
Enkata launches a cloud-computing service focused on first-call resolution -- something, according to one industry report, that nearly half of all contact centers fail to even measure.
BlackBerry Media Event: The smartphone provider describes the release as "the easiest upgrade ever."
Cut costs and improve customer service with self-service software.
The recession drives at least one vendor, VPI, to introduce a pricing plan with a topical title: the Call Recording Technology Bailout Package.
SugarCon '09: Angel.com, an interactive voice response specialist, teams with the open-source CRM pioneer to phone-enable SugarCRM accounts.
Net Promoter Conference '09: Deliver an excellent customer experience, and riches are sure to follow.
What do customers think of customer service?
Net Promoter Conference '09: The financial services leader relies on a simple measure of customer loyalty that often goes unacknowledged.
On-the-go work processes carry risks along with rewards.
In a down economy, companies anticipate a negative impact on incentive programs for 2009, but a well-planned, well-implemented program may be just what they need to survive.
In yet another move to expand its workforce optimization offerings, Aspect Software acquires AIM Technologies.
Penetration for Internet Protocol telephony went from 14 percent in 2007 to 20 percent—but 43 percent of respondents plan to take the plunge in the next two years.
The company's ClickContact offering enables service providers to turn communication into customer satisfaction.
The verticalized solutions aim to improve the customer experience and employee productivity.
New research shows confusion among users over what unified communications really means.
New research says IP had a ringing 2008, rising 37 percent, but that growth is likely to flatline this year.
New research finds the market for enterprise unified messaging and voicemail systems continues to grow, particularly abroad.
A process-based approach is key.
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