Repositório

Changing the traditional approach of CRM into Citizen Relationship Management, of e-Government into “GoVoicement”, while integrating data, information, knowledge,...

In the effort to maintain a global market presence, companies face some tough challenges – such as cost effective management of multilingual and translingual processes....

With a decrease of 10 and 17 per cent respectively in the number of exhibitors and visitors, the escalation of Iraqi conflict and the global economical deceleration...

UK businesses are not taking advantages of the opportunities presented by contact centres to support their brands and build customer loyalty. Rather, they are...

If you took a representative sample of the population and asked them to recount stories of good and bad customer service, the chances are you wouldn't hear two stories...