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Contributed Articles

Why Customers Choose Live Chat for Customer Service

While voice is still a popular choice for consumers, it is an expensive channel for organizations, and can reduce customer satisfaction levels by routing customers through endless IVR loops. Online chat however, allows contact center agents to handle 2-3 chats simultaneously, improving efficiency and call response times. What are the reasons customers prefer live chat?
[Full Article]   Aug-11-2013

 

Why Improving The Customer Experience Matters

The smartest companies are now working hard to manage their customersí experiences with their products and services in order to delight and retain them. So how do you do it? A successful customer experience cycle looks like this.
[Full Article]   Aug-11-2013

 

Ways To Rebuild An IT Department After A Global Recession

Nobody likes a global recession especially those of us who have the CIO job. However, now that it appears to pretty much be over, the big question is just exactly how are we supposed to go about rebuilding the IT department. Bad things happened during the recession and everyone in the IT department knows about these things. How is a CIO ever going to get the team to work together again?
[Full Article]   Aug-11-2013

 

4 Challenges of Customer Self-Service

A new age has dawned for customer self-service. Sustained multi-channel advances, coupled with the mass proliferation of mobile devices mean organizations can no longer get by with restricted service channels and availability. Itís time to get serious about self-service. This article presents the four very real self-service challenges for todayís contact centers.
[Full Article]   Aug-11-2013

 

Contact Center Management Mistakes to Avoid

When speaking to contact center managers, what strikes me most is that there are still some obvious areas that are being overlooked when it comes to finding more efficiency. Some of these areas may yield small improvements, but when you add them all up itís likely significant enough to build a business case to implement new technology to help fix the problem. If youíre looking to up your contact center performance, start by avoiding these 5 common mistakes.
[Full Article]   Aug-11-2013

 

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