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Articles: Telecommunications
Pending lawsuits filed against AT&T and other companies over unpaid contact center wages could change the traditional value model.
Business Problem: Inability to understand or organize customer feedback in order to retain customers and improve overall service.
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
VoiceCon 2008: Unified communications starts to expand its footprint -- by helping companies reduce their carbon footprint; IBM unveils a billion-dollar commitment to UC.
Unified communications software vendor Objectworld offers a UC platform that lets companies keep their existing phone systems.
VoiceCon 2008: In a pair of keynotes at this year's conference, Avaya and Microsoft executives lay out the future of unified communications.
Contact center solutions vendor Aspect Software has a new UC strategy -- and the company says it starts with the customer.
Is on-demand marketing the way of the future?
Impact 360 helps to forecast warmer service for a southeastern telecom's "snowballing" contact center.
What you need to know about quality management and liability recording solutions.
Red Pocket Mobile snags a particular prepaid phone market, with help from VoIP Logic
We recently overhauled our own IVR. What we learned can provide useful lessons as you adopt Web 2.0, CRM 2.0, and social networking strategies.
Big Blue's Tivoli Netcool offers cross-network quality assurance, monitoring, and predictive capacities; pricing may be more important than service, analyst cautions
11 strategies to ensure that you're hearing your customers loud and clear.
National networks are distributing TV online to increase consumer touch points, but what does that mean for network affiliates?
Technology investments designed to empower agents may actually complicate access to required data.
Three CRM vendors have released applications for mobile devices in recent days. What's the payoff for the sales representative?
Inbound and outbound features unite in an alternative to the dialer; one analyst sees hints of ambition beyond the current offering.
Keeping your customers from breaking up with you.
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