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Articles: Customer Service/Call Centers
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.
The software giant hopes to end the struggle with the development, management, and TCO of speech-enabled apps.
Avoid paying the price of oversimplified customer interactions.
Overcommunication and spin can have the opposite of a marketer's intended effect.
Making business relationships warm and fuzzy.
Ensure that the value chain is working efficiently.
Moving beyond metrics to real answers.
It isn't about jumping on the latest technology bandwagon.
Take effective measures to protect your centers.
J.D. Power cites people and process as the key factors for success in its 2006 North America airline study.
Its Global Services initiative includes an offering aimed at creating a more exact experience and another focused on consistency across channels.
AOL's massive customer misfire this week is a perfect example of corporate arrogance and poor CSR training.
The software giant acquires Telephony@Work for its IP-based technology, a move that might represent a shift within the call center industry, according to one analyst.
The company's latest voice apps can ID callers and provide agents with information; one analyst says that integrating its CRM capabilities with customers' premise-based phone tools "will continue to be a challenge."
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