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Articles: Customer Service/Call Centers
Analytics powered WFO applications arm contact centers with interaction intelligence.
A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market.
An integrated strategy embraces the voice of the customer.
Workforce Management 7.5 addresses companies' growing deployment of virtual agents and enhances employee working environments with streamlined scheduling.
Coordinated Systems' Virtual Observer Agent Portal lets agents view peer statistics, play back their own calls, respond to evaluations, and more.
Why some traditional performance metrics are wrong and what you need to evaluate now.
More retailers are combining CRM data, social media, and personalization to improve the customer experience.
The company maintains high standards with telecommuting agents using Envision's Click2Coach.
Is frustrating customer service inevitable?
Why the challenges you face may not be your fault.
Despite excuses, catching up with other enterprises is only a matter of time.
The Ameche platform lets developers add apps directly to the telephone apps that consumers are already using.
Users of apps on the platform can conduct transactions right from within an app.
An NM Incite study has found that consumers of all ages ares using social media for customer service issues.
Transforming customer care through big data.
When it comes to satisfaction, don't underestimate the role of the contact center.
When implementation overshadows brand, executing rebates can be challenging.
Social networking giant XING and US Airways are among the enterprises using the cross-channel messaging solution to foster more conversational customer interactions and improve engagement.
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