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Articles: Customer Service/Call Centers
ING is growing satisfaction--and revenue--by asking customers and partners what they want, and then giving it to them.
Senior managers spend time with front-line staff for an up close look at customers' concerns.
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
The Hispanic market is calling, and specialty call centers are answering.
The low-cost channel isn't always the right channel for customer service.
Camera phones will be the next contact center productivity tool.
For high-performance businesses, creating a marketing capability that drives real business performance requires an effort that is complex, pervasive and sustained. An excerpt from Outlook, an Accenture publication.
Transforming customer information into actionable insight.
The contact center platform developer will work to expand support for Redmond's upcoming Istanbul client.
Nextance hires KANA board member as CFO; SAP announces strong U.S. license growth; ResponseTek signs large Canadian credit union; and more.
More than half of customers are not satisfied with the service from their carrier; providers are looking at a less-competitive space due to recent mergers.
A good online customer experience can have extended word-of-mouth benefits; slow response times jeopardize millions in potential revenue gains.
The number of consumers who use online self-service is high, but satisfaction continues to lag.
Consumers have high expectations of customer service, but aren't willing to pay for it.
The company uses Coremetrics to determine which online marketing initiatives are bringing in ROI, and which are not showing results.
Most companies have yet to centralize how they own the customer experience.
The new company will take on a rapidly consolidating market for self-service and help-desk applications.
The country's tourism bureau shifts from mass marketing to tailored campaigns to help drive tourists to the area.
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