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Articles: Customer Service/Call Centers
Users can now incorporate self-service, ticket submission, and chats into apps.
In the contact center environment, it's crucial that agents are given the tools to provide exceptional customer service. Here are some suggestions on how to carry that out. (Featured on SmartCustomerService.com.)
Computer-connected headsets could seamlessly link agents and supervisors.
A joint effort is designed to curb shipping slowdowns this year.
LiveEngage increases online conversion rates and order value for women's shoe company.
Parents in need get improved access to services with new call center technology. (This article originally appeared in the Winter 2014 issue of Speech Technology.)
While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible.
Simple interactions give way to end-to-end experiences.
7 steps for navigating the digital/social landscape.
Companies that value customers need to let them know.
The latest innovations add a sense of immediacy to customer interactions.
Aspect sees WebRTC hurdling from hype to must-have technology. (Featured on SmartCustomerService.com.)
New version captures data from more sources, including third-party surveys and social media.
Boost repeat business with superior customer service.
Utilities OnCall 3.1 offers a slick new GUI and an IVR solution that is more secure and better protected. (Featured on SpeechTechMag.com.)
Altitude uCI 8 enables companies to apply business intelligence in real time in outbound services.
The partnership will extend the reach of Verint's workforce optimization solutions to enterprise contact centers.
NICE brings real-time voice authentication expertise to the Fast IDentity Online Alliance. (Featured on SpeechTechMag.com.)
Nexus optimizes live support interactions to resolve more customer tech-support issues.
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