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Articles: Customer Service/Call Centers
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.
There is a significant issue that needs to be addressed for the online channel to be a consistent, relevant element of the corporate bottom line: the customer experience.
Lamps Plus needed a more efficient way for customers to find what they wanted, while minimizing expensive call center interactions.
CRM initiatives need to be driven from the c-level, but it takes the daily efforts of those associates who use the systems to make CRM a success.
Search capability in self-service are powerful, but companies need to monitor its effectiveness.
Analysts predict that by 2007, 70 percent of all contact centers will support Web-based service applications.
The industry's average customer churn rate at 30 percent annually, but a closer look indicates that the market could contain even more would-be churners.
David Butler has conducted extensive research on the call center industry. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Elsevier Butterworth-Heinemann) reveals his findings, and more.
Businesses that build themselves on logic only will be expensive to operate.
Onyx Software today unveiled its latest call center offerings, including updated intelligent call scripting functionality and a partnership to provide agents with knowledge management capabilities.
G-Force '04: Updates to the Genesys voice platform include the ability to decouple hardware from software to enable easier application development on the customer side.
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