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The customer service week that was – 14-03-01

What has happened in the customer service industry in the week ending March 1, 2014 and what people are talking about.

The Happenings

Mitel contact center software boosts self-service, mobile management -- Mitel's new MiContact Center version 7.0 expands self-service options for callers, an important feature for companies whose customers want to avoid the phone. Mitel has developed a multi-channel customer support application that enterprises can embed into websites and link to MiContact Center 7.0. The application can help users choose the best way to request support by presenting expected wait and response times for different communications channels.

The Talk

Why We Need True MultiChannel Contact Centers –, Blair Pleasant

The Six Challenges Involved In Fostering The Adoption Of CRM Systems – Customer + Leadership Blog, Maz Iqbal

Sales Increase When The-Customer Service Standards Are High –, Janet Carmichael

Study: Customer Experience Must Improve in 2014 –, Jim Tierney

7 Ways You Can Use Your Call Center to Increase Customer Happiness – Huffington Post, Young Entrepreneur Council

Surviving the Snow: A Contact Center Mitigation Plan – 1to1 Media, Belli Forman and Rob Archambault