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Articles: Customer Service/Call Centers
etalk Corp., which provides performance monitoring tools for call centers, is expanding its business into Latin America with the help of local business partners.
CRM is turning call centers into profit centers.
One of the best ways for a company to increase customer satisfaction is to make sure there is a thorough understanding throughout the organization of what customers really want, then use that information to follow up with actions, solutions, and resolutions.
If you have a vested interest in having customers, then field service is not only relevant to you, but is also a crucial part in the successful CRM mechanism.
The unambiguous flow of information from customer to field service engineer and back due to the reduction in information intermediaries translates into considerable business benefits.
Dovetailing VorTecs computer telephony integration with SER's existing solutions will give the company the opportunity to "change the whole economic model."
Technicians using OTIS can reply to customer questions via email text or with an embedded video stream that shows the end user how to resolve the problem.
Work the edge--the point of interaction with stakeholders in your business that enables effective collaboration and sharing of information--to leverage existing systems and data within such emerging customer interaction touch points as Web sites, email, chat, and telephony.
The call center industry can thrive if providers of call center services quickly and thoroughly adopt complete quality cultures.
Organizations are using speech recognition technology to bridge the gap between speech and text.
Companies that follow this approach to CRM are finding they can achieve quick, measurable profit improvement: Become more customer-centric; act today; make better use of all that data collected in your CRM databases.
Calculating ROI involves two parts: knowing what to measure and understanding how to quantify the value of those measurements into actual dollars.
In addition to the national Do Not Call registry, telemarketers are facing some heavy scrutiny from state public utility commissions (PUCs) and legislators for dead air and abandoned calls when calling consumers on the phone.
Chuck Baker, vice president, customer loyalty services for UnumProvident Corp., tells how revamping its call center operation has insured customer satisfaction.
The product, called Customer Choice Platform, blends outsourced live support with the company's proprietary software solutions.
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