keeping BALANCE IN THE center

Bailor, Coreen
March 2006
CRM Magazine;Mar2006, Vol. 10 Issue 3, p26
Trade Publication
Explores the approaches to service and efficiency equilibrium in contact center technology. Use of presence technology to locate on-the-spot experts; Application of speech analytics to conduct root cause analysis in line with customer information; Role of Internet Protocol telephony in the virtualization of contact center operations. INSETS: US Airways Gets a Lift With Proactive Communications;Making the Grade With Presence.


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