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Articles: Customer Service/Call Centers
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
Relevance, respect, credibility, and value are key to great experiences.
Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.
The seven simple principles every company needs to know.
The online auto insurance provider updates agent skills with Intraday Management technology.
Building customer relationships one insight, one interaction, and one experience at a time.
Horizons 18 features a new SmartHub, a single place to capture, analyze, and respond to customer and employee feedback.
While management focuses on satisfying customers, it starts with your front line. Are you making it easy for your agents to wow your customers? (Featured on SmartCustomerService.com.)
Six steps for offering engaging experiences.
The CareReflex big data app built on Guavus's Operational Intelligence Reflex Platform, surfaces complex customer issues.
The partnership between 8x8 and Teleopti delivers integrated virtual contact center and workforce management solutions.
The two cloud-based contact center solutions providers bring their products together.
CorvisaCloud taps Equinix to extend security and control to enterprise contact center communications.
OneReach's SMS Call Center platform converts costly inbound phone calls to cost-effective text message conversations.
Sitecore 7.2 delivers improved publishing and search capabilities and multivariant testing for multilingual sites.
Viralheat users can now create and manage support tickets for mentions on social media.
Avaya's latest Customer Experience Management solution unifies and simplifies multichannel self-service and proactive engagement with a single, software platform.
New capabilities are added to sales, service, and marketing applications across the board.
The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence. (Featured on SmartCustomerService.com.).
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