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Articles: Customer Service/Call Centers
The partnership leads to a click-to-call banking app for kiosks and ATMs.
Listening to customers' voices shouldn't stop when the sale is made.
Customer service is at a pivotal point. Business as usual is not satisfactory for customers. The following trends are going to play an increasingly important role in contact centers during the next few years. (Featured on SmartCustomerService.com.)
Why Foundation Principles, not rules and policies, are the way to go.
Kana Software's Lagan Enterprise system revitalizes city services.
Mastering this important concept is trickier than you think.
Activating a purpose galvanizes employees, drives culture, and boosts the bottom line.
Ease of use is key consideration for potential buyers.
Rushing customers off the phone might cut costs, but ignores the potential for greater value.
Two vertically focused providers supply companies with improved CRM tools.
What every small business owner needs to know.
The new release provides call analytics and automation for every stage of the customer journey.
The partnership yields a hybrid cloud contact center as a service offering.
Agent Metrics Dashboard lets contact center representatives monitor their performance in real time.
The first project will involve streamlining the agent experience using WebRTC and Chromebooks.
Vembu CRM includes SalesDesk, HelpDesk, and SocialDesk.
Emulate the in-store experience with e-commerce tools.
The new solution is based on Backbase's Customer Experience platform.
The three firms have paired up to offer Adaptive Fraud Protection as part of Contact Solutions' IVR service.
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