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Call center manager News
May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
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Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
As call centers modernize, they face serious challenges in terms of legacy application integration with new systems. Continue Reading
What metrics should you use to measure the quality of multichannel customer service? This tip by Denis Pombriant explores multichannel CRM metrics. Continue Reading
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Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the ... Continue Reading
Good CSRs offering good customer service used to be enough for a contact center. But, today, facilities need to dump legacy technology to stay ahead. Continue Reading
When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most. Continue Reading
Product ReviewsPowered by IT Central Station
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Salesforce gets 5 stars in terms of overall value and features. Use Of Solution: Just over five years Valuable Features: Multiple...Continue Reading
Could add more options to customize the user interface but has sped up development and delivery within the organization.Powered by IT Central Station
Use Of Solution: I have been using the solution for 3 years. Valuable Features: The ability to customize many things, from the UI to the...Continue Reading
Simple, intuitive, user friendly software with certain challenges in digitizing complex business processes around CRMPowered by IT Central Station
Use Of Solution: 7 years Valuable Features: Chatter, Mobile Platform along with Mobile Push, Salesforce synchronization for MS Outlook, simple...Continue Reading
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Many factors contribute to customer experience. Continue Reading
In an era driven by a more demanding customer base, companies have used social and CEM technologies to raise the game on customer service. Continue Reading
Virtual call centers provide agents and companies with flexibility and potentially lower costs. But can they provide equal or better customer service? Continue Reading
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As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern. Continue Reading
Employee social networks: Improving collaboration and solving problems together? Or a giant waste of time? Read how one call center made it work. Continue Reading
For CRM metrics to be meaningful and work for different business units, resist the impulse to over-measure. Justin Robbins explains why. Continue Reading