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Articles: Customer Service/Call Centers
New analytics platform offers real-time guidance for agents based on the current conversation.
Professional services automation can improve project profitability by providing details about consulting engagements, including customer history. Here's how to get customer background and technical details at your fingertips. (Originally appeared on SmartCustomerService.com)
Speech analytics gives companies the power to alter the outcome of a call. Although these applications are still immature, their potential is great. (Reported on SmartCustomerService.com).
Why customer service will—and should—never be the same.
Technology allows customers to pay by phone 24/7.
The $150 million deal strengthens Aspect's IVR and multichannel self-service solutions portfolio.
Former BT Global Services president Michael Boustridge takes the reins at Contact Solutions.
New Operator Console extends customer service experience management beyond the contact center.
Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice.
Look at empowered customers as opportunities to build your brand.
In an attention economy, customers desire an emotional approach.
More and more companies are realizing that customers are in the driver's seat when it comes to shaping a company's reputation.
The text messaging platform is strictly dedicated to consumer-to-business customer service.
The tangible benefits of online self-service.
It's not about points or rewards cards.
The home automation services company uses agent downtime to increase productivity.
As with baseball, customer service is a waiting game.
Create a brand experience to meet consumers' changing needs.
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