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Articles: Customer Service/Call Centers
Look to 'intelligent' tools to identify causes of discontent.
New features include an enhanced user interface, advanced analytics, and international language support.
Firms must reframe their approach to meet new market challenges.
New call tracking software provides monitoring, measuring, and managing tools.
Parature Social Monitor and Parature Facebook Portal provide listening and response and 24/7 social customer support.
New real-time voice of the customer data analysis tool draws insight from questions posed on digital channels.
New Web-based calculator tool provides a dollar value to bad customer service.
Time spent "in the trenches" is time well spent.
The cloud-based solution gives insight into every customer contact regardless of channel or operational system.
Natural language processing solution added to its virtual agent portfolio.
The offering combines IVR and mobile for a unique, personalized customer experience.
Improving the contact process has the greatest impact on customer satisfaction, loyalty, and referrals. Access to intelligent data can help make a call center more efficient and increase customer and contact center representative satisfaction.
When developing a business case for investment strategies here are some customer service solutions to consider that can offer quantifiable business benefits and provide valuable customer insight.
Customers are increasingly choosing the Internet instead of making phone calls. Here's what enterprises can do to evolve their Web solutions to better serve customers and create integrated support experiences.
Customers take on a starring role in service interactions.
Focus on relevant experiences to extract maximum value from customers.
Cloud-based help desk solution brings actionable insight to customer support managers.
The new solution offers a mobile app for supervisors, expands cloud ecosystem, and enhances multichannel capabilities.
The Genesys Customer Engagement Platform is now available on-demand from the cloud.
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