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Articles: Customer Service/Call Centers
Sell me once, shame on you; sell me twice, shame on...you.
Sending customer service queries to employees who are not trained in customer care is the wrong way to go.
How to better avoid customer annoyances.
Don't allow the customer information that lies in recorded calls to go unreported and unnoticed--incorporating speech analytics can help improve business areas enterprisewide.
Dysfunctional relationships drive customers away.
Rethink long-established contact center practices and roles.
Becoming a customer-centric operator.
Here, the results of a nationwide survey of customer support professionals.
Highlights of a contact center capability model.
Talisma and eVergance lead the formation of an industry consortium devoted to improving online and multichannel customer interaction.
Aspect's latest upgrade focuses on support for outbound and blended contact center environments, while Witness Impact 360 Version 7.7 targets recording and optimization.
About two-thirds of skills gaps are in customer handling, and training initiatives haven't changed patterns in the workforce.
The business software vendor teams up with its user group to develop meaningful metrics for call centers; other benchmarking tests are on the way.
Nabbing Cramer Systems Group, an operations support systems vendor, will make Amdocs an end-to-end solution for CRM and automated service fulfillment.
The partnership includes joint R&D, sales and marketing, and systems integration efforts, but the joint rollout won't hit the market until 2007.
The company refreshes its flagship product with per-caller personalization, an application execution environment, Web services support, and multimodal support.
The takeover provides a new channel to the contact center vendor, as well as a more compelling play for the growing SMB call center market.
Industry leaders in online services, computers, and consumer software got that way by having loyal users, according to a trio of reports by Satmetrix.
The bulk of the enhancements focuses on personalized responses, speedier resolution, and strengthened revenue generation capabilities.
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