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Contact centers
Jul 2008
Contact Professional		 Six Ways to Maximize Knowledgebase ROI in the Contact Center
May 2008
destinationCRM		 Make Your Contact Center Emotionally Intelligent - 5 best practices to help you get there
Mar 2008
NACC		 Business Value of Contact Center Knowledge Management: A Strategic Perspective
Mar 2008
ContactCentreLink.com		 Five call centre megatrends and how to ride them
Dec 2007
CRMBuyer		 Align Your Call Center With Five Megatrends
Dec 2007
DestinationCRM		 Transform Your Contact Center Into a Profit Center: Innovations and contemporary best practices
Nov 2007
ContactCentreLink.com		 Dealing with agent churn
Jan 2005
TMCnet		 Hosted CRM for the contact center
Aug 2004
TMCnet		 Contact Center Knowledge Management – New Relevance And Best Practices For Today’s Business Environment

Customer service
Aug 2008
ContactCenterWorld		 Ashu Roy - Chairman and CEO, eGain Communications Corporation On Customer Service
Aug 2008
CIO		 9 TCO Traps to Avoid when Implementing CRM Customer Service Software
Jun 2008
Manage Smarter		 Eight Ways to Maintain Your Customer Service Brand Promise
Jan 2008
DestinationCRM		 Want superior customer experience? Start with superior agent experience
Jan 2008
ebizQ		 Service-Oriented Customer Interaction Management
Jul 2007
DestinationCRM		 ABN AMRO: Differentiation through Customer Service in the Financial Services Sector
Jul 2007
KMWorld		 Doing More with Less in Customer Service: Strategies and Best Practices
Apr 2007
DestinationCRM		 Doing More with Less in Customer Service: Strategies and Best Practices
Sep 2003
DestinationCRM 		Multichannel customer service done right: How to devise a successful multichannel contact-center strategy
Jul 2003
CRMToday		 The value of customer satisfaction
Mar 2001
The Wall Street Transcript		 CEO of eGain Communications speaks about the strategy for growth

Email customer service
Feb 2006
Contact Professional 		8 Reasons to Get on Board with Email Management
Feb 2004
CRMToday		 30% of UK companies fail to respond as email volume doubles
Nov 2001
e-Securities		 In Online Trading, Schwab Seeks to (e)Gain an e-Mail Advantage

Knowledge management for customer service
Nov 2007
KMWorld		 KM for “Stand-Out” Customer Service: Six Best Practices from the Global 2000
Nov 2007
DestinationCRM		 Knowledge Management for “Stand Out” Customer Service
Nov 2006
DestinationCRM		 Knowledge Management for “Stand-Out” Customer Service: 6 Best Practices from the Global 2000
Mar 2004
DestinationCRM		 The strategic value of knowledge management: KM is much more than a content source for the contact center

Licensed vs hosted software
Jan 2003
Customer Interaction Solutions Magazine		 CRM applications: Licensed or hosted—which is better for you?

Web self-service
Mar 2007
KMWorld		 Busting the Five Web Self-Service Myths
Feb 2007
DestinationCRM		 eGain Busts Five Web Self-service Myths
Jun 2006
DestinationCRM		 eGain Busts Five Web Self-service Myths
Nov 2001
CRMDaily.com		 eGain CEO: Customer Self-Service is the Ticket

 
 
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