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Articles: Customer Service/Call Centers
Good or bad, some experiences stay in consumers' minds for years. The difference between the two lies in the hands of your employees.
The new analytics application lets companies derive sentiment analysis and contact insights from internal and external sources.
The solution offers improved agent efficiency and case management through updates in service level agreements, automation, in-app mashups, Mobile Service Desk, and reporting.
Consumers' reviews are honest, and their feedback counts.
New In-App Co-Browse solution lets customer service agents help customers find what they need in mobile applications.
The seemingly innocent practice of recording customer service phone calls is one of the most hotly contested issues facing courts and businesses today. Fortunately, the tide has begun to change. (Originally appeared on SmartCustomerService.com.)
Using Voxeo solutions, BT will provide low-cost, low-risk, cloud IVR, and automated self-service solutions to its customers.
The CRM Connector integrates OfficeSuite with Salesforce.com and other leading CRM applications.
Performance Edition will combine Sales Cloud, Service Cloud and Salesforce Platform with Data.com, Work.com, Identity, Live Agent, Knowledge and additional sandbox functionality in a single solution.
The company is rebranded from Unified Arts to reflect its new focus.
The solution is aimed at reducing caller frustration and in-bound call time by offering users a menu-driven interface across mobile and Web channels.
Identify opportunities to add value and meet customers' needs.
Providing agents with automation offers streamlined service with a personal touch.
The deal brings Web and contact center analytics together
The deal leads to a hosted call center solution built on Avaya's infrastructure.
Three tools for creating a plan your customers will respond to.
The customer holds all the answers.
Research uncovers the phrases most hated by callers to customer service.
Graduating from tactical thinking to strategic thinking requires changes in your organization's people, processes, and technologies.
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