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Articles: Telecommunications
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
In a growing trend across all verticals, the latest Yankee Group study finds 50 percent of service providers cannot explain what the customer experience should be.
What can we learn from how candidates are using SMS messaging?
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
A new Forrester report reveals an increased number of unified communications pilots -- but a low number of actual deployments.
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
Magic Quadrant for Data Mining '08: Packaged applications are all the rage -- but as the pair atop the list remains the same, a Visionary emerges overseas.
The latest study from the CFI Group finds customer satisfaction remains an important competitive differentiator.
The voice user interface problem has long been the sticking point in automated support systems. Why can't designers design a system worth talking about?
Mobile WiMax will transform the way consumers interact with technology -- but only if it's widely available.
Inertia will only keep customers in place for so long.
Forrester sees nearly six times more respondents in this year's survey, a sign that green initiatives are increasingly top-of-mind for technology departments.
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