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Articles: Customer Service/Call Centers
Privacy laws have forced sales callers and outbound marketers to clean up their act and given them a chance to polish their image.
Recent advancements in selection technologies now make it possible to identify various individual traits and attributes before job offers are made.
Understand what has changed, and change marketing practices accordingly.
The payoff can be substantial.
Speech analytics solutions are enabling companies to track and analyze emotional cues.
The country is threatening other outsourcing spots; fluency in English and education are advantages.
Customers are switching service providers in large part because of poor service; technology investments are not reducing the churn.
Overall customer service scores are increasing at hotels, airlines, and car rental companies, but email responsiveness needs more work.
A guide to knowledge-enabled CRM applications puts the company's solutions on top.
An MCI solution follows current market trends, which one analyst asserts are altering IT managers' buying decisions.
The number of offshore suppliers and more client selectivity are contributing to the drop.
A new report offers a framework for developing, measuring, and improving self-service initiatives.
Vendors must first lower costs, then collaborate to deliver single-provider choice if they want people to buy.
Industry leaders meet in New York to discuss secure email measures.
CallMiner adds to its analytics suite a new Web-based reporting and analysis tool that automates the delivery of customized reports.
Shaheen acknowledges the firm did not meet expectations for licensed revenues; there's a new focus on the need to improve, including help from a new CMO and executive vice president of corporate strategy.
Avaya and Genesys announce solutions for different sizes, opening more opportunities in the growing market.
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