Text Analytics Can Help Businesses Soothe Upset Callers
An Ernst & Young report says that text analytics and voice-recognition software can help customer-service reps solve problems instead of trying to cross-sell an unhappy caller.
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News about call center
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Bally's CIO Pumps Up Customer Experience With iPads, QR Codes and Video
The health club chain deploys customer-friendly technologies to change an intimidating culture and save a failing business model.
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NBC's outsourced: Separating fact from comedy
If you're looking for a dose of reality, chances are you're not tuning in to a television comedy from NBC to get your fix. After all, this is the network that brought us "Friends," that hard-hitting look at what it's like to be young, single and broke in New York City, in which a spaciously and elaborately decorated two bedroom apartment (with balcony), fountain dancing, and a cozy coffee shop on the corner stood in for a basement apartment, turnstile hopping and the greasy deli down the block.
Features about call center
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Call Center Outsourcing Buyers Want More Than Cost Savings
As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include mobile apps and social media.