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Articles: Customer Service/Call Centers
Firms have begun to respond to customer demand for quicker replies, strengthening brands and relationships in the process.
Intelligent routing and click-to-connect are some highlights of WebEx's remote service addition to its Support Center product; "[The vendor] understands service," one analyst says.
The VoIP solutions provider gains the established multisite, multichannel, and multilingual functionality of Calabrio, and a customer base spanning Africa, Europe, and South America.
Too many customer programs focus on cost, which misses the point of CRM, according to an ICCM keynote speaker.
Lost jobs get much more press and attention than new positions, according to the National Association of Call Centers, but the country still has the highest rate of closings.
VoIP's ability to help call centers more effectively and efficiently manage geographically dispersed agents is a key reason for expected growth.
Aspect Software readies CSS 7.2; TuVox launches OnDemand 6.0; OpenMethods adds tools to the open source voice toolkit; and more.
A new survey indicates that despite the steady growth of CRM, customer service is still a weak point that drives consumers to competitors; retail leads the poor-service pack.
Speech Server 2007 will be part of the broader Office Communications Server 2007; Windows Vista will have speech recognition in eight languages, a Windows first.
Customer frustrations with automated phone systems abound, but easy-to-use systems that provide customers with the option to speak with live reps can help build loyalty and enhance the brand.
The new SpeechTools application puts complex analytical tackle in the hands of nonspecialist users, speeding deployment and reducing cost.
Etalk's newest installment of Qfiniti Expert, a tool designed to automatically deliver targeted online programs to agents, tackles a big issue facing e-learning today.
ISM's yearly winners must meet five functionality benchmarks to make the grade.
Sell me once, shame on you; sell me twice, shame on...you.
Sending customer service queries to employees who are not trained in customer care is the wrong way to go.
How to better avoid customer annoyances.
Don't allow the customer information that lies in recorded calls to go unreported and unnoticed--incorporating speech analytics can help improve business areas enterprisewide.
Dysfunctional relationships drive customers away.
Rethink long-established contact center practices and roles.
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