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Articles: Customer Service/Call Centers
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.
Edmonton Airport installed IP-based technology to manage its phones, also helping safety levels and improving customer service.
Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off.
Calibration as an integral component of transactional monitoring.
Big companies often miss reaching the consumer.
The win is in the measured use of your customer references and the preservation of those valuable relationships.
An emerging trend in outsourcing brings the workplace to disabled Americans.
Customer relationship mismanagement gives us venal warm fuzzies.
To help avoid mistakes, use better process management practices and the technology that is currently available.
Financial services firms have retargeted their investments in customer-facing processes and are reaping the rewards.
Accenture turns to IEX's TotalView to manage three Indian call centers.
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