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Contact Centers

  • The Price of Poor Customer Service

    The Price of Poor Customer Service

    Almost Half of Consumers Won’t Hesitate to Jump Ship if Brands Don’t Deliver an Excellent Customer Service Experience Nearly one in two customers won’t hesitate to abandon a brand if a company...

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  • 311 Maturity Model

    311 Maturity Model

    To help cities determine where their 311 program stands, DATAMARK has developed a four-level 311 Maturity Model to describe the typical growth path of 311.

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  • Five Steps to Reduce Contact Center Turnover

    Five Steps to Reduce Contact Center Turnover

    It’s no secret that being a contact center agent is a challenging job. To last in the industry, customer service representatives (CSRs) and others who handle calls, emails and social media...

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  • Four Reasons Utilities Should Outsource Customer Care

    Four Reasons Utilities Should Outsource Customer Care

    With deregulation of markets in many areas across the U.S., competition is heating up for players in the utility sector. Electricity, gas and water providers are competing on the basis of costs,...

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  • Cities Respond to Demand for Bilingual 311 Services

    Cities Respond to Demand for Bilingual 311 Services

    As the Hispanic population grows in the U.S., more and more cities that operate 311 contact centers face challenges serving citizens who primarily speak Spanish. According to the United States...

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  • US Speech Patterns White Paper

    US Speech Patterns White Paper

    Where could these slow talkers be calling from? New research from the Marchex Institute has identified the states with the slowest talkers (measured by words per minute) in the U.S.

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  • Datamark - Contact Center2:29

    Datamark - Contact Center

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  • DATAMARK Decision Matrix

    DATAMARK Decision Matrix

    Many companies reach a point where they realize their back office process management solutions are outdated, inefficient and held back by old technology and legacy software systems.

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  • 311 Call Centers-More Than a Call Away0:16

    311 Call Centers-More Than a Call Away

    http://insights.datamark.net/call-center-insights/after-two-decades-non-emergency-311-services-are-more-than-just-a-call-away Municipal 311 programs have grown wide-ranging, comprehensive, and often

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  • The 311 Contact Center in the 21st Century: Challenges and Opportunities for U.S. Cities

    The 311 Contact Center in the 21st Century: Challenges and Opportunities for U.S. Cities

    After 20 Years of 311—Where Are We Today?

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  • Millennials Can Be Loyal Consumers–but Only if Customer Service Comes Through

    Millennials Can Be Loyal Consumers–but Only if Customer Service Comes Through

    Millennials may not have the kind of buying power as the Baby Boomers, but that will change soon as today’s 20-and-30-year-olds enter their 40s. This is why companies want to wrap their heads...

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  • Case Study: A Successful Transition to an Outsourced Call Center

    Case Study: A Successful Transition to an Outsourced Call Center

    When outsourcing contact center operations, the transition to the service provider is a critical step that can keep executives up a night. Gnawing questions loom: Will there be any interruptions...

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  • After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away

    After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away

    311 Programs Incorporate Multichannel Customer Contact Centers, Web Portals and Mobile Apps Back in the day, when you needed the city to come fix the pothole on your street or clean up some...

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  • Five Contact Center Trends to Watch in 2017

    Five Contact Center Trends to Watch in 2017

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  • Contact Center Management: Five Qualities of Top Performing Team Leaders

    Contact Center Management: Five Qualities of Top Performing Team Leaders

    If you are looking to outsource your company’s contact center services to save money and improve performance, it’s important to examine the provider’s contact center management structure, from the...

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  • Seven Creative Ways to Boost Contact Center Motivation and Morale

    Seven Creative Ways to Boost Contact Center Motivation and Morale

    Salaries, bonuses, incentives and other benefits found in a paycheck will attract agents to contact center jobs. But money alone won’t keep agents happy and motivated day after day for the long...

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  • Industry Insiders Reveal Pain Points of Video Conferencing, Cloud Communications and Call Centers

    Industry Insiders Reveal Pain Points of Video Conferencing, Cloud Communications and Call Centers

    The B2B and B2C universe has shifted to a multichannel mix of communications, with communications software platforms and data centers in the cloud rather than hosted on-site. Companies offering...

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  • Top 10 Reasons to Outsource Your Call Center

    Top 10 Reasons to Outsource Your Call Center

    Check out our infographic below! Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center...

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  • New Study Reveals Contact Center Challenges and Priorities

    New Study Reveals Contact Center Challenges and Priorities

    High attrition rates, department silos and insufficient self-service capabilities are among the top challenges faced by contact centers today, according to new Strategic Contact survey findings...

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  • About DATAMARK Part 12:04

    About DATAMARK Part 1

    Let's take a look at the people that have helped to expand DATAMARK, Inc DATAMARK, Inc. http://www.datamark.net/ Call: 800-477-1944 Email: info@DATAMARK.net Address: 123 W. Mills Avenue Suite 400 E

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