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Articles: Customer Service/Call Centers
DMG research shows innovation and growth to continue in the WFO market through 2013.
Patented, burstable platform enables hosted dialer provider to scale inbound/outbound call processing on demand.
The new application will assist customers manage higher volumes of service issues through social media tools.
New system uses speaker recognition to identify agents on call recordings.
Companies scramble to relocate outsourced operations in the wake of violent political protests
Since 2008, complaints have jumped by 40 percent, says analyst firm
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Fewer consumers are switching, but that doesn't mean they are happy
Web 2.0-based software suite designed to deliver better results with less time, money and effort
Industry research underscores the immediate need for a consolidated, real-time view of information across all data sources.
This new survey application can be coupled with the company's IVR hosted services platform to provide call centers with easy access to automated telephony tools.
Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
A food processing equipment company finds that success tastes best when sales and service are served on the same plate
Today's seniors can't be left out of IVR design decisions.
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