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Content posted in October 2005
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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.
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.
Want Change in the Center? Start at the Top
News & Analysis  
10/1/2005   Post a comment
How call centers can collaborate effectively with sales and marketing.
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.
Speech Recognition Goes Mainstream
News & Analysis  
10/1/2005   Post a comment
Why speech recognition is emerging as an essential component of customer service.
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.
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Radio
NEXT UPCOMING BROADCAST
In conjunction with unveiling of EE Times’ Silicon 60 list, journalist & Silicon 60 researcher Peter Clarke hosts a conversation on startups in the electronics industry. One of Silicon Valley's great contributions to the world has been the demonstration of how the application of entrepreneurship and venture capital to electronics and semiconductor hardware can create wealth with developments in semiconductors, displays, design automation, MEMS and across the breadth of hardware developments. But in recent years concerns have been raised that traditional venture capital has turned its back on hardware-related startups in favor of software and Internet applications and services. Panelists from incubators join Peter Clarke in debate.
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