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Articles: Customer Service/Call Centers
A new chat-tool suite creates a personalized, interactive marketing engine, working from a customer database.
The retooled product hits a market that is now ready for it, with both enterprise and midmarket price points considered.
Enhancements include advanced shift and request bidding, and the integration of in-house and outsourced staff schedules.
Consumers prefer the convenience and availability of the online banking channel to traditional banking.
The business link forged by the United States and Ireland in the 1990s acts as a model for the benefits and successes of future call center outsourcing to real global hot spots.
Online travel agencies are receiving higher marks than their airline-Web site competitors when it comes to overall online customer experience.
Best-in-class companies are migrating to profit centers by reorganizing their contact centers to handle cross-selling and upselling opportunities.
They demand a different set of criteria to sell to than the general public.
Recognize and shower appreciation on those customers who really cover the costs.
Gain a new foundation for creating value.
"The extent of the changes will run the gamut."
Giveaways can buy transactions, but not necessarily commitment.
Outsourcing may present a better solution than continued insourcing.
An effective workforce management strategy increases service levels with less effort.
Integrate project management and CRM.
The sales and service balance of power has shifted squarely toward customer satisfaction.
How to improve customer satisfaction without relying on software, servers, and screen pops.
Excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! By Lior Arussy (printed with permission from the publisher John Wiley & Sons)
The contact center outsourcer implements Five9's hosted solutions to keep up with burgeoning business.
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