Articles: Telecommunications
Customer frustrations with automated phone systems abound, but easy-to-use systems that provide customers with the option to speak with live reps can help build loyalty and enhance the brand.
An In-Stat report suggests a market is brewing for hosted IP multimedia subsystems, if carriers and customers can see the opportunity.
Sending customer service queries to employees who are not trained in customer care is the wrong way to go.
Don't allow the customer information that lies in recorded calls to go unreported and unnoticed--incorporating speech analytics can help improve business areas enterprisewide.
Becoming a customer-centric operator.
Devices and platforms and applications abound--here's what you need to pay attention to
Telecoms are beefing up their wireless networks and placing more emphasis on management policies as the use of mobile devices soars.
Wireless consumers are poised to up adoption of OTA music services by end of the decade; drivers include broadband deployment and music-enabled handset penetration.
The company releases a wireless SFA product based on new smart-client technology, not a Web browser, and upgrades its hosted suite.
Broadcasters need new approaches to content delivery as media territories transform, a recent study finds.
U.S. households are increasingly subscribing to bundled services from telcos and cable providers; IDC sees the market doubling by 2010.
Smaller businesses will seek to improve their online presence through vendors that can deliver expertise; telecoms stand to gain if they round out their service offerings.
VoIP protocol SIP's potential in the contact center comes with both benefits and caveats.
Cable providers are improving their service offerings surrounding this emerging technology, but there are still some barriers to overcome.
Magic Quadrant '06: This year's European CRM service provider quadrant reveals Accenture and IBM BCS as the strongest implementation partners.
The company shipped its real-time performance management tool, which, according to the company, will help monitor and improve the productivity of individuals and departments.
Priorities are changing from cost cuts to service improvements.
The problem with automated phone systems is, companies neglect the various environments of a typical user experience.
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Companies: Telecommunications
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