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Posts tagged 'customer service'
25 August 2016
Customer experience is an essential source of competitive differentiation, yet rarely are Customer Service Representatives (CSRs) able to focus on providing truly high quality work, instead their time and efforts are wasted with outmoded IT systems. Lack of integration, process consistency, and crucially, intelligence that helps rather than hinders, are all missing from the vast majority of software in use by CSRs today.
24 May 2016
How quickly and easily can your organization ramp up a new process? The US Department of Veterans Affairs (VA) faced this challenge when it implemented the Post-9/11 Veterans Education Assistance Act of 2008. The process focused on expanding educational and housing benefits for military veterans who have served since September 11, 2001.