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Articles: Customer Service/Call Centers
Accepting responsibility is a key component of staying aloft during a PR nightmare.
A new application lets financial institutions develop brand loyalty even when chasing late payments.
The Web remains an unexplored frontier for many small businesses, but realized value for small companies may soon drive a surge of online colonization, according to a report.
Despite improving satisfaction scores, call centers need to provide more positive experiences for consumers; the lesson can also be applied to other channels.
On-demand IP communications systems are burgeoning, especially among smaller businesses with limited IT staff.
The global launch of Customer Interaction Express, a contact center suite targeting companies with no more than 150 reps, helps the company muscle up.
The Siemens AG subsidiary releases a solution to capitalize on the agents-anywhere concept, and delivers additional presence and collaboration capabilities.
Britain's call center industry grew 6 percent in 2006 and predicts steady growth for at least another five years, according to a recent report.
A new study finds that company response to service emails are in a downward spiral; can best practices reverse the slump?
Now Vovici, the change refers to the importance of listening to customers when it comes to molding company direction; the company also launched its EFM Continuum suite.
The industry's performance experiences a skid, thanks to weaker ratings in baggage handling, on-time arrivals, and involuntary denied boardings; overall, overall, Hawaiian Airlines did the best.
The company releases Spring 2007, featuring Web 2.0 multichannel measurement, an upgrade that according to one analyst is fashionable for Web-analytics vendors.
How to capture the real self-service opportunity.
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Business Problem: CSRs are inundated with routine customer inquiries, which increases wait time and reduces agent effectiveness.
Analysts will likely be less forgiving of WFO vendors that ignore speech technology in the future.
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Craft applications with touch-tone and speech-enabled IVRs based on customer needs.
CRM needs new tools to help align customers and employees for the best service satisfaction.
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