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Articles: Customer Service/Call Centers
The global supplier of office products and services is deploying next-generation Impact 360 solution to support optimized performance.
Contact center surveying/enterprise feedback is a vital first step
Communicate early, be highly interactive, and automate
Agile Contact Center Platform + Microsoft Dynamics CRM empower business process outsourcing for health plan providers.
The additional facility equates to more than 11,000 Sitel employees in Latin America.
The company gains the agility and efficiency to deliver next best actions across all customer channels.
The newspaper publisher plans to move several hundred agents in multiple locations to the inContact platform.
Salesforce aims to become "the cornerstone of the next-generation of cloud computing" with latest acquisition.
Sonos shoots for perfect pitch with its social media and self-service support capabilities
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.
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