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Articles: Customer Service/Call Centers
Satmetrix Standard helps SMBs develop customer experience management programs based on the Net Promoter Score (NPS) methodology.
Allegiance Dashboards 2 lets users drag and drop data from multiple sources for instant data visualization.
Product updates in Enghouse Interactive's CCE 9.0 focus on enhancing collaboration, operational efficiencies, and reducing cost of ownership.
The OrgSpan acquisition is designed to strengthen Interactive Intelligence's cloud-based business communications solutions.
InContact has expanded its cloud portfolio to connect advanced interactions across the customer journey.
Features include deeper integration with Saleforce.com, white labeling, and custom integration of APIs. (Featured on SmartCustomerService.com.)
Network-based service to enable financial services firms to meet Dodd-Frank and MiFID mobile recording regulations.
Ensure loyalty by putting customers first.
Do you think your contact center is safe from lawsuits? Think again. The rise in mobile channels is increasing legal woes for the contact center. (Featured on SmartCustomerService.com.)
Customer service teams using TeamSupport will benefit from new business intelligence capabilities.
Agents can now support customers from anywhere on their iPhones.
Zendesk plans to integrate Zopim's live and proactive chat software with its customer service platform.
The technology partnership pairs social intelligence with customer insights.
New rewards, and individual and team challenges are among the NICE gamification enhancements.
Product release also includes self-service scripting capabilities.
Invoca Signal brings marketing automation capabilities to inbound phone calls.
Arm employees with the tools they need to best serve today's consumers.
Do you have a strategy to handle your mobile customers—or are you thinking about implementing one? Here are some tips to point you in the right direction. (Featured on SmartCustomerService,com.)
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
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