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Black & Decker Video

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Overview

The Black & Decker call center has some tough challenges to meet.  They must provide superior customer service to support its market leading brands while keeping operating costs low due to zero-revenue to negative-revenue transactions.  Thanks to RightNow, Black & Decker is succeeding.  The company is providing customers with fast, helpful service across all channels.  And, thanks in part to a 90+ percent online self-service rate, it’s doing so within tight budget constraints.

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