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Finding the best possible solution for optimizing performance of the workplace in the contact center industry continues to be one of the biggest challenges for those responsible for the efficiency and effectiveness of the contact center. |
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Monday, 09 October 2006 |
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Its stigma as a menace to service is fading, from both the company and customer end, according to a recent report; customers want service quality, no matter where it comes from. |
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Wednesday, 04 October 2006 |
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One of the ways America West has driven down costs is by following the airline industry trend toward passenger self-service. |
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Wednesday, 04 October 2006 |
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A recent industry survey indicates that on average, North Americans calling into a customer service department will wait on hold for just 37 seconds before hanging up. |
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Monday, 02 October 2006 |
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While everyone was watching for the telecommuting trend to explode, something else exploded right next to it: The virtual company. The business with no office to telecommute from. |
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Monday, 02 October 2006 |
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Rather than going door-to-door to drum up business or setting up a "mom and pop" store in the neighborhood, people are using the Web. |
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Friday, 29 September 2006 |
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"Epiphenomena" is a name that our VP of Analytics came up with to describe a set of problems in web analytics that are becoming increasingly central and are especially important to understanding the analysis of ad-based content. |
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Wednesday, 27 September 2006 |
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The results of a newly released consumer survey suggest that online transaction failures can wreak havoc on Ebusiness |
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Monday, 25 September 2006 |
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Many people don't realize that a revolution is taking place in the contact center as a result of self-service. Interactions that require standard scripting and basic answers are now being handled as self-service via the Web, or speech-enabled interactive voice response systems (IVRs). |
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Tuesday, 19 September 2006 |
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While larger businesses often conduct detailed TCO studies to evaluate their purchases -- leveraging data from high-priced market research firms -- SMBs often do not have that luxury. |
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Wednesday, 30 August 2006 |
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| Results 211 - 220 of 274 |
