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Noble Systems, a provider of contact center solutions, announced today that they were awarded the 2011 IP Contact Center Technology Pioneer Award issued by Customer Interaction Solutions magazine. The award was given specifically for Noble Enterprise Hosted, Noble’s cloud-based hosted call center platform. Noble’s software is tailored towards enterprises with a mix of mobile, call […]

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How many people hate to wait? How many abhor the bore, the chore, of being placed on hold? While there are many elements to a great contact center experience, waiting time is one of the most visible. There’s few things as tangible and immediate as reducing customer wait time for service. Most managers know that […]

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Summer’s in the air and that means it’s ripe time for marriages and acquisitions in the tech industry. The latest news–Verint, a provider of business and customer analytics, is acquiring Vovici, an enterprise feedback solutions provider for $60 million. Verint will incorporate Vovici’s EFM technology into its Voice of the Customer analytics platform. This acquisition […]

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inContact, a provider of call center software, announced today that a major Fortune 500 wireless communications company reached a deal with inContact to provide sales and service process unification for 200 agents spread over 14 European facilities. inContact did not reveal the name of the client. The company is intending to use the inContact’s cloud […]

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Yap, a speech recognition technology provider, announced on Monday a deal with MetroPCS to power its Spanish language Voice Mail to Text service. The service will allow Spanish MetroPCS customers to read transcribed versions of Spanish voicemails. This add-on feature is an expansion of MetroPCS’ existing Voice Mail to Text service for English customers that […]

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John Ragsdale, a contributor to SearchCRM.com, published a very interesting article today on the evolution of inbound support centers from cost centers to profit centers. Ragsdale further notes that, while consumer operations have widely embraced running support as a profit center, B2B marketers have been much slower. In the article he posts a chart sourced […]

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Google+, Google’s new social media service currently in a public beta, has garnered a fair share of positive reactions since the beginning of its invitation-only testing phase. However, businesses’ use of the service is very much in its infancy. Michael Dell, Dell’s chairman and CEO, aims to change that. The executive recently posted on Sunday […]

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Your customers are annoyed at you. When your call center agents do annoying things, it has a large influence on their perception of your business. For most customers, the only interaction between them and your company is through your customer service agents. Agents are the front line in keeping your customers happy, yet many companies […]

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Good service is good business. If you don’t know the value of great customer service, you might be holding your business back. I don’t mean only in customer satisfaction; I’m also talking about profits. Great service equals great profits. Consider the following experiment that Arthur Hughes of The Database Marketing Institute recently related in his […]

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Hosted services, cloud computing, new technologies, customer experience, voice of the customer–there are so many new developments in the contact center front that it’s often easy to forget about your employees. Can they deal with change? Are you doing everything you can to ensure the new technologies or processes you are introducing will be successfully […]

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