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Articles: Customer Service/Call Centers
Becoming a customer-centric operator.
Here, the results of a nationwide survey of customer support professionals.
Highlights of a contact center capability model.
Talisma and eVergance lead the formation of an industry consortium devoted to improving online and multichannel customer interaction.
Aspect's latest upgrade focuses on support for outbound and blended contact center environments, while Witness Impact 360 Version 7.7 targets recording and optimization.
About two-thirds of skills gaps are in customer handling, and training initiatives haven't changed patterns in the workforce.
The business software vendor teams up with its user group to develop meaningful metrics for call centers; other benchmarking tests are on the way.
Nabbing Cramer Systems Group, an operations support systems vendor, will make Amdocs an end-to-end solution for CRM and automated service fulfillment.
The partnership includes joint R&D, sales and marketing, and systems integration efforts, but the joint rollout won't hit the market until 2007.
The company refreshes its flagship product with per-caller personalization, an application execution environment, Web services support, and multimodal support.
The takeover provides a new channel to the contact center vendor, as well as a more compelling play for the growing SMB call center market.
Industry leaders in online services, computers, and consumer software got that way by having loyal users, according to a trio of reports by Satmetrix.
The bulk of the enhancements focuses on personalized responses, speedier resolution, and strengthened revenue generation capabilities.
Decreasing time spent and the number of searches per visit are the best ways to create valuable search experiences and boost conversion; common sense and best practices go hand in hand.
The telecom provider acquires the customer verification business of VoiceLog, which operates in an innovative and expanding market, according to one analyst.
The Nicaraguan government is betting that U.S. companies will opt for educated, bilingual agents for an average wage of $2.35 per hour, which is even lower than India's average agent hourly wage.
Two new call centers offer bilingual agents, lower operating costs, and closer-to-home comfort to U.S. companies.
Deploying a hosted solution helps a retailer with a diverse inventory monitor and train its seasonal staff.
Define and manage them in the organization so that their value is specifically differentiated.
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