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Articles: Customer Service/Call Centers
We find ourselves again and again puzzled by customers' needs, and we fail to address them.
Proactive care lessens contact center burdens and increases customer loyalty.
The key to mass production of customer and prospect relationships is data velocity and data consolidation.
For every successful CRM installation the customer service landscape is littered with CRM projects that didn't quite hit the mark.
Improving what your most outspoken worker says to your customers.
Things are improving on the corporate information-sharing front, thanks to a number of easy-to-use technologies that support casual knowledge transfers.
The customer who opts in is the one you really want in the first place.
Voice over Internet Protocol (VoIP) promises to simplify the integration of phone, email, and Web for e-business communications.
The role of the contact center agent has expanded considerably, with each agent now required to act in up to three roles.
Customers were happy to move away from the telephone to a Web-based model.
SMBs want tools that can specifically address their requirements.
Prior to VoiceXML each IVR vendor had its own proprietary languages accompanied by high development costs.
Knowledge-centered CRM firms have brought greater attention to the crossover.
Contact centers can help organizations create a significant competitive advantage. Here's how.
Customers place a great amount of value on the people who support them.
Uncovering preference patterns boosts satisfaction.
Colorcon's first step was to improve support and service for global customers.
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