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Articles: Customer Service/Call Centers
Taking the multichannel-service route delivers savings of roughly 40 percent.
Seven tips for dealing with difficult customers.
Management is taking steps to prevent misused information; analyst says the mishap likely won't affect reader loyalty.
Agent hours have been reduced by 20 percent.
Understanding how individuals view Web sites can prevent them from going to competitors when transactions fail.
We tapped contact center industry experts to discuss common gaffes and ways to avoid them and get back on track.
A superb customer experience takes a turn for the worse.
A large insurance provider turns to a state government and a local college to train agents before they come to the call center.
Seven tips for rendering data real and actionable.
Break apart your company's infrastructure.
How do marketers ensure that prudence wins over temptation?
Several speech-technology partnerships and products may help Big Blue get heard over the revenue din of its competition.
Cunard Line customers demand a full refund after the liner hits a sea wall and the ship's operator makes itinerary alterations; analysts caution against trying to please everyone.
An upgraded framework boosts contact center efficiency and service levels by simplifying the agent desktop while delivering multichannel and self-service options.
An analyst report predicts that more U.S. and Canadian companies will engage in BPO to fight competition from other regions.
Its new suite version extends contact center prowess to small businesses through hosting.
The move is a play to enter the Latin American market and acquire an established customer base, but there will be trade and language barriers.
U.S. home-based agents represent a small portion of total customer care reps, but their ranks continue to swell, thanks to macroeconomic trends.
Deploying MFS solutions can bring increased productivity, customer satisfaction, and revenues.
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