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Articles: Customer Service/Call Centers
SAP 360 Customer solution leverages in-memory computing, cloud, mobility, and collaboration tools.
Latest mobile solution adds voice recognition, reduces customer effort, and increases answer accuracy.
Analytics and process improvement put you in control of customer experience.
A three-part framework for making data work for your business.
Contact centers in Australia will shift to more cloud-based solutions starting in 2015, according to a Frost & Sullivan report.
The acquisition of the Australian cloud-based customer contact solutions provider expands LivePerson's reach in the Pacific.
ZCC 6.2 includes tighter integration with Microsoft Lync.
Platform powers social communities for call center agents.
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.
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