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	<title><![CDATA[kichler Resources | ZDNet]]></title>
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		<title><![CDATA[Kichler Lighting Reduces Call Center Volume by 38% With Web-Based, Self-Service Dealer Portal]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=955071]]></link>
		<description><![CDATA[As business grew, Kichler's customer service call centers faced large volumes of calls from individual dealers requesting information. Dealers would often call to check the status of an order, the availability of an item, or an estimated time-to-delivery for a recently scheduled shipment. The telephony-based call centers restricted customers' access...]]></description>
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		<pubDate>Sun, 01 Feb 2009 00:00:00 -0800</pubDate>
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