Articles: Telecommunications
Personalizing customer communications is important, but it's essential to understand your audiences' preferences and not assume that you know them.
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Vendors deliver a broad suite of new functionality
Too much familiarity can repel customers, so designers must take pains to build the right systems
Telco loyalty programs increasingly have the right ring
Purse strings loosen on capital spending, which may bring rapid deployments
How to use innovation to your advantage
What Watson means for the future of customer service
Properties create apps to reach prospective guests and the ones they have
Since 2008, complaints have jumped by 40 percent, says analyst firm
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
Today's seniors can't be left out of IVR design decisions.
Engage customers with empathy online and offline, advises Social Nation author Barry Libert
The contact center solution will enable Mobile TeleSystems to better serve more than 10 million customers.
The company gains the agility and efficiency to deliver next best actions across all customer channels.
Sonos shoots for perfect pitch with its social media and self-service support capabilities
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
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Companies: Telecommunications
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