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Articles: Customer Service/Call Centers
Phone-based advertising can enhance a company's bottom line, but there's a chance of adding to customer frustration if it's not done right.
Watch your step on the slippery slope.
Managing the risk.
Automated voice messaging helps B2C companies deepen customer relationships.
It takes two to tango--a customer-company relationship with only one partner doing its part will fail.
Business Problem: The contact center needs to strike a balance between call volumes and quality of service.
Pointing the way.
The agency's Oversight Board report finds 80 percent of respondents are satisfied with IRS customer service when compared with other government offices.
The e-service vendor's latest release eyes unifying email and chat capabilities to provide agents with a holistic view of the customer.
Loyalty leaders outperform loyalty laggards in payment options, item delivery, and post-sale customer support; Victoria's Secret and Walgreen's are click-and-mortar standouts.
M2M Holdings snatches up Knova to add Web self-service technology to its growing CRM offerings; more acquisitions may follow, pushing a message of choice with consolidation.
Coaching and the provisioning of a knowledge base are important aspects of immediate performance gains in this vital area of customer service.
The region's enterprise telephony application market is set to realize a seven-year CAGR of 33.7 percent, thanks largely to interest in leveraging IP platforms to spur productivity and slash costs.
The quality management and liability recording market is projected to exceed expectations, thanks in large part to the space's competitive landscape and product innovation.
As part of Stealth Communications' Voice Peering Fabric, the company's intercontinental direct connection capabilities will achieve enhanced quality and reliability.
Magic Quadrant findings ping Avaya, Genesys Telecommunications Laboratories, Intervoice, and Nortel as leading the sector; reduced complexity and tight integration are hallmarks of advancement.
Witness Systems gets customer feedback management functionality with the purchase of Amae Software, a move that may spark a customer feedback trend in the contact center market.
Strengthening one-to-one relationships is the driving force behind successful viral marketing efforts.
UPC Nederland's unified approach to agent scheduling leads to cost savings and upped customer satisfaction
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