Email Alerts
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New contact center metrics recommended to fit new customer channels
With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels. Feature
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Contact center strives for strategic role in customer experience management
It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to transform the contact center into a strategic CEM asset. Feature
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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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Call center contest: How did you impact the customer experience?
The editors at SearchCRM.com want to know about your most rewarding experience as a customer service rep – our panel of judges will nominate their favorite stories and the top three will win American Express Gift Cards. Contest
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How to use Web 2.0 technology for customer service, marketing, sales
As more customers head to the Web to review products, make purchases and find information, forward-thinking companies need to learn how to leverage Web 2.0 to stay competitive. Here are a few ways you can use Web 2.0 technologies to improve your cust... Special Report
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Call center chatting: Top 10 buzzwords
Today's customers are going to the Web instead of the phone when they need to place an order, pay a bill or get an answer to a question. Because of this, chat technology, which allows call center agents to communicate with customers online, has becom... Top Buzzwords
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Customer Self-Service Learning Guide
This guide introduces the fundamentals and benefits of customer self service through articles, examples of best practices, case studies and expert advice. Learning Guide
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Customer self-service vendors in the news
This section of the Customer Self Service Learning Guide collects the headlines from customer self-service vendors in the news. Read the latest on where the customer self-service software market is headed. Learning Guide
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Overview of customer self-service vendors
Use this section of the Customer Self Service Learning Guide to find an overview of vendors in the self-service software market. Learning Guide