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Articles: Customer Service/Call Centers
A new report identifies the key factors in call center success, and they require looking beyond the benchmarks.
Not all agents are created equal.
The first mistake? Thinking that loyalty is all about improving customer satisfaction.
This year's inductee has earned his place in the pantheon several times over.
The real problem with contact centers runs deeper than you might think.
Traditional marketing wisdom has been that a dissatisfied customer tells 10 people. But today that customer has the capacity to tell 10,000 people -- or 10 million.
The vendor's newest release adds emotion detection, sitemap functionality, personalized routing, and a bundle of new chat features.
Three keys to implementing Internet Protocol call recording into the contact center.
Focusing on technology, experts at destinationCRM2007 are all about the mobility effect.
Well-defined structures and roles are key to maximizing community involvement in Web 2.0 initiatives such as forums, blogs, and chats; a destinationCRM2007 exclusive.
As part of SpeechTEK 2007, experts discuss the coming role of voice-activated search technology.
Two sessions at SpeechTEK 2007 center on the importance of speech as a self-service enabler and its ability to serve as a gateway to CRM applications.
The search giant's speech technology group manager explains at SpeechTEK 2007 how speech technology and mobile applications will help his company 'organize all the world's information.'
Malcolm Gladwell, the renowned author of The Tipping Point and Blink speaks at destinationCRM2007 about how CRM can break the barrier and make its way to success.
Keys to filling the gap between clients and CRM vendors.
By sending exhaustively detailed iPhone bills, service provider AT&T could be trying to head off expensive customer-care calls.
How to put the individual experience back into every customer interaction.
With customer service playing an increasingly important role as a competitive differentiator in the healthcare industry, facilities must place greater emphasis on customer interactions.
By increasing the number of guests, Glance Networks aims to expand the use of its screen-sharing capabilities.
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