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Articles: Customer Service/Call Centers
Offshoring will succeed if it results in a more productive customer service operation.
Here's how companies can deliver stellar service at the many touch points available to customers today.
What is the primary driver of your customer support implementation?
The right script can make a general customer service agent appear as an expert.
Getting critical information in the hands of customers and reps faster is a key contributor to our sales growth.
Application service providers are building on their success with hosted CRM applications and jockeying for position in the budding computer telephony service provider market.
New technologies, from Web services to wireless broadband connections, are opening doors that previously had been bolted shut.
The biggest obstacle to date has been the difficulty in formulating the single view of any given customer.
The biggest adjustments can be cultural.
Brazil, Mexico, and Argentina lead the rapidly growing Latin American call center market. Most notably, Mexico and Argentina are gaining popularity among U.S. firms for their call center needs.
The study claims that U.S. banks will spend $1.9 billion this year on contact center technology, while spending $5.2 billion on personnel.
A commitment to wowing customers is dangerous.
Take the proactive approach. You will be pleased to find that the numbers will fully exceed your expectations.
On its most basic level Six Sigma is an approach to eliminating defects through the application of statistical techniques to detect, correct, and improve variability in a process.
The core of an agent's work--resolving problems and answering questions--remains virtually unchanged from the first days of the call center.
KANA customers will be able to integrate Response Live with a larger suite of service management products.
Most contact centers use one-dimensional metrics like time-to-respond or number-of-calls-handled to gauge success or failure. That's simply not sophisticated enough.
Organizations must establish a knowledge culture, wherein a sense of pride is derived from not only delivering excellent person-to-person customer service but realizing the huge value associated with sharing knowledge, keeping knowledge fresh, and empowering customers to serve themselves.
RightNow's S-1 filing with the Securities and Exchange Commission indicates that the company has enjoyed quarterly revenue growth for more than six years.
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