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INNOVATIVE IDEAS FROM THE TELESERVICES EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY WEST CORPORATION
Personal Preference: Live Agent or Virtual Agent?
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®
Reduce Cost Per Order Without Sacrificing Service With "Interactive Agent"
By West Corporation
CUSTOMER
RELATIONSHIP MANAGEMENT
Want Loyal Customers? Don't Stop at Satisfaction
By Todd Beck, AchieveGlobal
New Rules for Better Customer Relationships
By Alan Trefler, Pegasystems
Pay Attention to Customer Experiences
By Syed Hasan, ResponseTek Networks
Six Sigma Awareness - Let's Rejuvenate
By Roger Lee, etalk
OUTSOURCING TELESERVICES
12th Annual MVP (Marketing Via Phone) Quality Award Winners (PDF file)
By Tim Searcy, American Teleservices Association
CONTACT CENTER TECHNOLOGY
Beyond Search Engine Marketing - Increasing Post-Click Conversion Rates With Intelligent Search
By Jason Hekl, InQuira
MANAGEMENT SCOPE
12 Secrets to Finding the Right Workforce Management System
INNOVATIVE IDEAS FROM THE NEXT-GEN CONTACT CENTER EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY TELEPHONY@WORK
IP Contact Center Technology: What You Need to Know (Part I) Multisite Contact Center Technology Centralization: Eliminating the Risks
By Eli Borodow, Telephony@Work and Kevin Hayden, TELUS Communications Inc.
Overcoming "We've Always Done It This Way" Syndrome
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®
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