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Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many
of Web, email and IVR technologies, all of which are considerably less expensive than their full-service human equivalents. Lower costs by deflecting inquiries to cheaper channels and reducing staff levels are the most often cited benefits of rolling out a selfservice technology (e.g., it cost significantly less for an email interaction than an assisted service call with an agent). But when companies let technology do the work, there’s a host of ancillary benefits that don’t always jump out while
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Recognition for IP Telephony Open Source Style
I've seen a lot of press about the open source telephony system, Asterisk. Although I haven't worked in the telephony world for some time, I remember what it
an interactive voice response (IVR) system. If you're curious about this open source system, you may be concerned that you'll have a lot of work to do to implement it. With all the companies that I mentioned were growing around Asterisk, that doesn't have to be the case. It appears that Digium has many partners or associated organizations that focus on delivering Asterisk-based systems and the training to use them. I'll end here, since my virtual machine of AsteriskNOW is finished downloading, time to
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Checklist: Adding Up the Return on IP Telephony Investments
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Building the Small Contact Center
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Performance improvements require companies to resolve challenges by addressing the issues related to people, processes, information, and technology. However
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Mobile Learning: Moving Companies Forward
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