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Articles: Customer Service/Call Centers
To ease supervisors' time-intensive data-collection method, the organization created an in-house tool.
A road map for the evolution your company will experience.
Optimizing an online booking channel helped to boost hotel reservations.
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Communications service providers should study other industries' self-care and self-provisioning capabilities.
A recent report reveals the best and worst retail Web sites evaluated by online shopping experiences.
Americans are more impatient than the rest of the world with CSRs; first call-resolution rates and personalizing experiences are important.
More companies are considering business process outsourcing, but deal sizes are dwindling.
Asia-Pacific airlines outdo their NA counterparts in customer service, but these carriers must manage their sites better to grow.
Companies must have the 'insight, vision, and audacity' to gauge workers' feelings, a loyalty report researcher says, to help avoid eroding customer relationships and churn.
Voice-embedded IT applications have the potential to save organizations up to 30 percent on telephone outlay, according to a new report.
The move is seen by industry analysts as a smart IVR play, but some say Nortel and Avaya remain the big fish.
A CRG study indicates that email gaffes in responsiveness and the quality of answers helped retail surpass the telco sector, but Bell Canada secured the top slot in company evaluations.
A report suggests ways for companies to improve CSR coaching and shows time is the biggest deterrent to success.
Insufficient integration between customer communication channels is depriving consumers of positive experiences.
A stronger driver of consumer click-through rates, text is often the initial content of an email; target by response behavior to attract more clicks.
A Zagat study shows air carriers achieved the lowest ratings in 15 years, with U.S. airlines trailing internationals; Web presence is the only bright spot.
The market is on track to hit and surpass a previous forecast due to enhanced innovation, better ROI, and less-costly software-based recording.
The search and content management software vendor, previously an IBM partner, joins that firm's herd to provide expertise in unstructured info wrangling.
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