Assuring Quality in the Language E-Commerce Customers Speak

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The last 10 years has brought sea changes to the customer service industry from both operations and technology standpoints. Organizations have moved away from traditional domestic live phone support toward new technologies and business models such as interactive voice response, intelligent scripting and offshoring. E-commerce, in particular, has driven innovative sales and support models such as chat and email customer service by virtue of the global reach of the Internet as the channel of distribution.

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