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Articles: Telecommunications
New research from DMG Consulting finds one out of every five contact centers is without a plan for business continuity or disaster recovery.
Translation software makes inroads where rapid and accurate customer communication is literally life-or-death.
A 2007 Rising Star delivers a browser-based CRM suite that stays true to its wireless roots.
The Herald: Paul Greenberg -- chief customer officer, BPT Partners; president, The 56 Group.
CallCopy's latest release -- a Voice over Internet Protocol call-recording solution -- specifically targets the smaller end of the small-to-midsize-business segment.
destinationCRM 2008: The missing link in providing quality service is an effective contact center manager.
destinationCRM 2008: A snapshot of the conference's marketing track in the last two days.
destinationCRM 2008: The push to truly provide a differentiated service experience must take into account the consumer's ecosystem—not the companies'.
New research from Aberdeen finds unified communications is on the minds of many, but more work needs to be done to clear up misconceptions.
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.
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