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The customer service week that was – 14-04-05

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What has happened in the customer service industry in the week ending April 5, 2014 and what people are talking about.

The Happenings

BroadConnect Telecom Launches Contact Center Plus -- The newly released and cutting-edge contact center solution incorporates core features such as Workforce Optimization, CRM incorporation, IVR (Interactive Voice response), and ACD (Automatic Call Distribution).

Virtual Hold Technology Releases Call Center ROI Calculator Powered By Data Collected From 500 Million Customer Calls -- The VHT ROI Calculator requires just five key data inputs to estimate a call center's projected annual savings: average daily call volume, average speed of answer, % calls abandoned, number of agents, loaded agent labor rate

The Talk

Secrets Of Consistent Customer Service: How To Be Great Again And Again – Forbes, Micah Solomon

Accountability For Customer Service Only Happens When You Believe It –, Sam Silverstein

12 experts measure the ROI of customer service –, Rob Peterson

How Exceptional Social Customer Service Can Mean Success -- iWebContent

Avoiding Call Center Disasters (Before They Happen) –, Sara Angeles

Customer Support is More Than Saying "I'm Sorry" –, Gregory Ciotti



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