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Modern customer interactions now rely more and more on the web as the hub for first point of contact. Whether via a smartphone, corporate web site, or social media channel like Facebook, this new multi-channel reality can put customer...
January 20, 2010
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Self-service has become a key foundation for multi-channel CRM and leveraging the power of online communication and peer support. Learn from the recognized experts on how to optimize your online service and avoid the most common...
May 24, 2007
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In this audio podocast, Guerman Smirnov, systems development manager at Australian telecom AAPT, describes how his company has used ActiveVOS to extend complex internal DSL service assurance capabilities to AAPT’s resellers and...
August 12, 2008
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Companies expect to cut costs and hope to build customer loyalty through their effective use of their self-service channels. To see how well major companies are achieving these goals today, Forrester applied its Cross-Channel Review...
June 14, 2007
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A true 360 degree view of the customer is a win-win situation for all parties involved: buyers benefit from better service and efficiency, and sellers derive improved loyalty and, inevitably, more repeat business from established...
September 25, 2011
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In the evolving and demanding world of telecommunications, Tellabs supports telecom service providers with the design, development, and deployment of wireline, wireless, and cable solutions worldwide. But with each unique solution deployment...
July 26, 2007
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Learn the five reasons why leveraging web self-service to enhance the customer experience makes sense now more than ever. Investing in the customer experience has never been more important. In this latest addition to the...
March 15, 2010
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Whether you call it Software as a Service (SaaS), hosted software, or OnDemand, service and support professionals are learning that there are distinct advantages buying software via a hosted model, both in cutting implementation...
October 14, 2008
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Has your enterprise embraced an enterprise portal yet? Are you wondering what Web services and Service Oriented Architecture (SOA) will mean to your organization and your end users? Enterprise portals have been widely adopted as an essential...
May 3, 2006
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Dr. Christian Friege, a leading customer relations executive and most recently the Chief Customer Officer of debitel AG, one of the largest mobile service providers in Europe, discusses how he uses customer intelligence...
November 9, 2006
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