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Articles: Customer Service/Call Centers
The deal integrates Calabrio's workforce optimization into collab9's hosted voice, video, Web conferencing, messaging, mobility, and customer care applications on one platform.
Unique capabilities enable companies to create solutions for both inbound and outbound interactions.
"Open marriages" are common in corporate culture.
Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management.
Canada's largest city improves customer service with Toronto 311.
Implement an initiative that pays off.
Best practices for staying on top of the new service landscape.
Operations at risk must take a proactive approach.
Build exceptional experiences through emotional connections.
The solution lets consumers report outages, pay bills, and more.
Offering analyzes and acts on caller behavior during IVR interactions.
New features in Version 7.1 include enhanced CRM integration, tighter security, new administrator controls, and a new agent interface.
The update features custom variables for more personalized chat interactions and new implementation codes.
The software lets users act on helpdesk tickets right from their iOS devices.
Launches Privacy Suite for customers, service providers.
New product takes advantage of graphical interfaces on mobile and Web platforms.
Faced with outdated technology, many contact centers are looking to update their systems. Here are some factors to take into consideration before you make your next upgrade.
Companies would do well not to ignore their employees. By establishing a voice of the employee program, the enterprise can uncover valuable insight into customer behavior.
Businesses are lowering costs and accelerating customer service levels with innovative solutions.
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