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Articles: Customer Service/Call Centers
Business Problem: Unstructured text, articles, surveys, call center notes, and more are concealing patterns and trends, obscuring customer relationships.
A recent bone-chilling story involving delayed cell phone messages has convinced me to stick with reliable landlines.
Integration with PAR3 Communications lets the telecom turn off the autodialer.
NICE Systems will acquire IEX and Performix; is it the start of a major trend in the contact center solutions industry?
Accents and dialects are the leading contact center frustration among consumers; 29 percent of U.S. respondents say hard to understand accents is their top complaint.
The technologies, products, and services provider for wireless networks unveils functionality for the enterprise contact center.
The conference covers info about online business strategies and previews of new e-marketing, sales, and customer service offerings.
A new Forrester study on order management cycles shows vendors from all parts of the sales process performing strongly, including some smaller players.
Better bundles and more aggressive pricing are cited as major reasons for improvement in a new J.D. Power study.
The Hackett Group finds that businesses favor onshore and offshore shared services over outsourcing; the trend may continue over the next three years.
Consumers rate 2006's best-in-class across 14 industries, highlighting how important it is for companies to maintain consistent brand and customer service.
More operators in the young Asia Pacific NGEV services market look to deliver these offerings as businesses migrate to IP-telephony platforms.
Metasearch 1.0 has a bad reputation, but the application of an AJAX-type interface and user-controlled content could make metasearch 2.0 an asset to airlines and customers.
Better technology integration and closer attention to customer needs rank among the best-in-class behaviors of distributors.
Hidden fees like government costs and severance pay are limiting the cost benefits of IT outsourcing, though the business practice isn't losing its popularity.
U.S. businesses are beginning to look to Mexico and other Central American areas for customer service agents as the domestic Hispanic population rises.
Most email marketers have tremendous difficulty reaching consumer inboxes, but even more don't make deliverability a priority.
A report calculating airline performance finds customer service down, indicating a slip to pre 9/11 service standards.
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