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What's the buzz: The customer service week in review – 12-14-2013

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What has happened in the customer service industry in the week ending December 14, 2013 and what people are talking about.

The Happenings

New ShoreTel Enterprise Contact Center Software Focuses on Needs of Large Customers -- To meet the requirements of large customers, ShoreTel enhanced Enterprise Contact Center to maximize the number of interactions a contact center agent can efficiently handle. ShoreTel Enterprise Contact Center 9 uses advanced business logic to define how many and what type of interaction each individual agent can handle - allowing a business manager to tune their contact center for maximum performance without compromising customer satisfaction.

Verint Extends Mobile Capabilities with New Impact 360 Workforce Optimization Solution -- The offering is designed to help organizations optimize employee and customer engagement via mobile devices and achieve consistent experiences across touch points by drawing on the strength of its Impact 360 Workforce Optimization™ suite for contact center, back-office and retail branch customers.

The Talk

Quality Customer Service Requires Predictive, Real-Time Insight -- GoGrid, Team GoGrid

How Not To Do Customer Service – By Panasonic – The G Slides

Customer Communications: How to Take Control in an Emergency --CustomerServiceManager.com -- Mike Atherton

The future of customer service: From personal, to self, to crowd service – InSites Consulting, Anke Moerdyck

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