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Call center management and customer service News
May 11, 2011
Find out which tasks work best with self-service and learn how to measure the effectiveness of a self-service implementation in the contact center.
April 20, 2011
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI.
April 06, 2011
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important.
January 05, 2011
From Fusion Applications to database vendors entering the CRM market, plenty happened in CRM in 2010, but was it the year of the CRM buyer?
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While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way ... Continue Reading
This chapter from "Managing Knock Your Socks Off Service" examines why customer satisfaction isn't enough to ensure customer retention, and urges managers to engage customers emotionally. Continue Reading
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A solid CRM strategy should aim to take the customer’s voice into account. Our expert Jill Dyche explains how to solicit a voice of the customer survey and how it can affect CRM implementation. Continue Reading
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center. Continue Reading
Electrical company Cummins got what it needed -- and not a megabyte more -- to light up its storage and reign in spending. Continue Reading