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Articles: Customer Service/Call Centers
The U.S. government struggles as the entity most resistant to change
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
Contact centers risk wasting powerful technology on the automation of imperfect processes
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Of those, 2.6 billion are completed, according to Vovici research.
A travel service for military personnel uses SMS and live chat to ensure its customers can communicate
Optimizing your interactive voice response system may require only a small investment
The full suite of Calabrio call recording and quality management solutions is now compliant with Avaya Aura.
Confirmit voice of the customer survey highlights the role of organizational culture in creating competitive differentiation.
eGain Multisearch provides federated search, multi-access navigation, and multi-process expertise behind the simple search box.
Focus on innovation and improving the customer experience.
How to foster customer focus within an organizational culture.
Electronic communications are meant to help manage relationships, not build them.
Your real customers are the individual decision-makers within an organization.
Pelorus Associates expects the total worldwide market to hit $1.24 billion in five years, up from $800 million today.
Stronger integration of customer data, online customer service, and company brand values seen as critical for turning large B2C call centers into revenue generators.
inContact aims to further service mid-market contact centers in providing their cloud-based workforce management solution.
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