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The customer service week that was – 14-03-15

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What has happened in the customer service industry in the week ending March 15, 2014 and what people are talking about.

The Happenings

Aspect Software Introduces Aspect Mentor for Real-Time Speech Analytics -- Aspect Mentor monitors voice with speech detection across the contact center and automatically sends guidance notifications and intelligent response alerts, based on detected or omitted speech, to agents and supervisors.

Aspect Software Sets a New Standard for the Agent Experience With Aspect Workforce Optimization 8.0 -- Icons, widgets and customizable dashboards of new intuitive graphical user interface remove technology barriers, improves agent engagement, Cloud-optimized platform integrates with full suite of Aspect products to provide more complete contact center solution, New capabilities allow for tighter integration between front and back office operations

ASC Launches Groundbreaking Workforce Optimization Suite neo 3.0 Designed for Cloud Solutions -- neo 3.0 offers new capabilities for quality and performance management, communications recording, speech and desktop analytics, eLearning/coaching, customer feedback and workforce management to improve business performance

New Avaya Contact Center Solutions Help Companies Master the Omni-channel Customer Experience -- Latest solution unifies and simplifies multichannel self-service and proactive engagement with a single, software platform, transforms customer service strategies with combined SMS, email, and phone-based campaigns that increase results, and intelligently coordinates services and resources based on real-time insights

The Talk

3 Simple Ways To Upgrade Your Call Center Experience – Business2Community.com, Adele Halsall

Everyone Can Talk…But Can Your Customer Service Reps Listen? – PhonePro.com

There's a link between employee engagement and customer loyalty – RetailWire.com, Bill Hanifin

5 Lessons All Departments Can Learn From the Customer Service Department – Linked.com, Blake Landau

Quality Standards for Great Customer Experiences – Customer Service Management, Errol Allen

What Is The Access To Cultivating Customer Engagement and Customer Relationships? – Customer and Leadership Blog, Maz Iqbal

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