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Articles: Customer Service/Call Centers
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."
Twenty-three of the 30 top-ranked offshore providers are located there; neighbors in the hemisphere are beginning to make progress in the industry.
IEX's first product release since NICE acquired the company is designed to meet scheduling requirements and represents the continuing move towards workforce optimization.
Several African nations show good potential for call center development and growth; Botswana, Ghana, Morocco, and Tunisia will all start to compete for agent positions.
Web search-and-navigation experience capacity is not matching customer needs, which can lead to mediocre revenues and reduced customer loyalty.
VoIP protocol SIP's potential in the contact center comes with both benefits and caveats.
More people are bringing "insperiences" into their domestic domain.
6 steps smart companies are taking today to compete.
Cable providers are improving their service offerings surrounding this emerging technology, but there are still some barriers to overcome.
A Swiss telecom provider uses customer analytics to gain foresight into its customers and keep retention rates high.
Celebrating the ultimate CRM professional.
CosmoCom helps hearing impaired callers stay connected.
The secret to meeting or exceeding usage projections.
The affluent are not the only ones craving premium experiences.
The right approach for your company.
Big-box stores are putting the multichannel remote control in consumers' hands.
Overlooking these simple partnership practices may scrap any hope of delivering a seamless customer service experience.
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