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News Analysis
Content posted in October 2005
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Speech Recognition Goes Mainstream
News & Analysis  
10/1/2005   Post a comment
Why speech recognition is emerging as an essential component of customer service.
The Science of Customer Happiness
News & Analysis  
10/1/2005   Post a comment
Understand the nuances of what keeps a customer happy and you have a customer for life.
Innovative Trends in Quality Monitoring
News & Analysis  
10/1/2005   Post a comment
Why do some call centers struggle to implement quality monitoring while others achieve impressive results? Here is a look at some of the more successful approaches to monitoring today.
Call Center Books
News & Analysis  
10/1/2005   Post a comment
A recent book from industry expert Phil Verghis contains excellent information and strategic insights that are well worth your while.
You Don’t Need A Hero
News & Analysis  
10/1/2005   Post a comment
Think customer support is limited to troubleshooting? If you do, then you may be waiting for problems to arise. Here’s how to articulate — and increase — the value of support from your customer’s point of view.
What is Quality?
News & Analysis  
10/1/2005   Post a comment
Technology can make call centers more efficient. But can technology enable call center agents to do their jobs better? That’s open to question.
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