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Televerde's new CEO discusses company's future

Working at a Televerde women's prison call center outpays many inmate jobs and sets agents up for careers on the outside. CEO Morag Lucey discusses how the company keeps current.

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Televerde CEO, COO on prison call centers

Televerde staffs contact centers with incarcerated women, where they are paid the federal minimum wage. CEO Morag Lucey and COO Vince Barsolo discuss the model.

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6 reasons why self-service platforms frustrate users

Customer self-service platforms free up live agents for more complicated issues, but if this software is not kept up to date, users can become frustrated.

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Verint buys ForeSee for $65 million

By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.

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    CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer ...

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    6 tips for driving self-service adoption

    Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here.

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    5 CRM platforms that work for small businesses

    Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind.

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    Verint buys ForeSee for $65 million

    By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.

  • Commerce technology and strategy

    Progressive web apps make e-commerce mobile-friendly

    Adobe is upgrading its e-commerce product by adding AI-fueled image-search capabilities and progressive web application building tools to Magento Commerce Cloud.

  • Customer experience management strategy

    Verizon's CX play could boost telecom's software future

    Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.

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