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Articles: Customer Service/Call Centers
Satisfaction ratings are falling for government Web sites as commercial sites raise the bar for online experiences; the private sector may have much to teach the public sector.
North American contact centers trail their counterparts throughout the world when it comes to areas like average wait times, establishing SLAs, and crafting business continuity plans.
The company expands its long-promoted speech recognition portfolio as it looks to build new voice-enabled customer service software and add speech to its Live Search engine.
Weaving speech-enabled apps into enterprise processes represents a transcendence of the contact center that will create more growth opportunities.
The company will grab enteo Software, which develops PC life-cycle management and Citrix management solutions; the deal is strategically sound and a "competitive necessity," says one analyst.
A new study shows that WFM and WFO technologies have come a long way, and will go even farther in smaller contact centers with SaaS.
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
BT Group and Avaya's hosted contact-center technology gives customers the option to ramp up, scale down, and distribute offsite centers; the service could prove a telco's greatest strengths are its applications.
Telecommunications companies are communicating better with their customers online, but still lag tech and retail outfits, according to The Customer Respect Group.
The customer experience management specialist delivers the latest version of TeaLeaf CX and a new application to go with it, intended to give real-time insight about transactions to e-businesses.
Don't be shy about making conversation(al marketing).
Learn these WFM lessons to breed the best contact center forecasting, scheduling, and managing efforts.
Revisiting the worst in CRM, via the worst in CRM.
Drawing a customer treatment blueprint will help businesses build their front and back strategies.
Experience be damned--creating a customer community is the best way to win wallet share.
Best practices for contact centers' success.
The new project's standard could work to deepen, not reduce, consumer dissatisfaction.
Onyx North America can now go beyond cleaning records to building more complete information from customer data.
IP communications and its role in successful customer relations.
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