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Articles: Customer Service/Call Centers
If call centers want to circumvent most speech recognition problems, the time has come for hybrid architectures.
Hosted call center solutions help ensure data security.
A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result.
Thomas Davenport and Jeanne Harris argue that companies need analytics to make better decisions and extract maximum value from their business processes.
The company's latest version of its CIM suite highlights functionality surrounding email management, collaboration, reporting, and the agent desktop.
How to connect the dots to reveal a complete image of new corporate performance management software solutions.
Text chat is no longer exclusively for the tech-adept, buddy-list teen set--it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts.
Measure their experience.
Industry innovators give customers more control.
JetBlue implements a Web self-service solution to power customers to field their own questions and let agents focus on the human touch.
Baynote releases Community-Guided eCommerce, a system to let customer behavior guide like-minded consumers on the Web.
What do contact center managers need to generate revenue? New tools and technologies.
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.
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