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Best Practices in the Call Center: A Customer Touch-Point Methodology

by Oracle Corporation

January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

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Mosaic Technology trims sales cycle by up to 50% and converts 20% of leads into sales with Dell PartnerDirect program

by Dell, Inc. and Intel

May 01, 2009 - (Free Research) Mosaic Technology sought to partner with a larger company to obtain sales, marketing and technical support, thereby extending its reach into the server and storage virtualization market.

(CASE STUDY)

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