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How do you ensure quality in your contact center? How do you understand what happens every day between agents and customers in your call center? For most contact center managers, contact center call recording is an integral piece of call monitoring and quality management. Trends such as multichannel integration and HD Voice are changing how […]

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Do you schedule your workers through a spreadsheet? Is the full extent of your workforce management software an Excel file? You may be losing a huge amount of money through an under-optimized call center workforce. Today’s cloud computing wave of services has also touched the workforce management sphere. This allows even small businesses to take […]

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Avaya, a giant in the telecommunications technology industry and a player in the call center industry, has filed for a $1 billion initial public offering. This would value the company at $5 billion or more. The company has its origin in Lucent Technologies, which spun off Avaya in 2000. In somewhat recent history, Avaya closed […]

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Here’s a story about success: A customer calls your call center. They tell the agent answering that they have an issue with their service. The agent attempts some standard issue resolution procedures, but recognizes he cannot do anything so he transfers the call outside the call center to a different department. Call resolved. Here’s another […]

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Indosoft, a provider of contact center software and technology solutions, announced that Advanced Communications Group, a call center service provider, has deployed Q-Suite contact center software. This software provides ACG with an advanced Call Center Automatic Call Distributor that is capable of skills based routing, queue prioritization, and a graphical Interactive Voice Response builder to […]

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Horror stories about a customer service call that was routed offshore abound. How many times do you remember having a hard time understanding the offshore agent? How many times can you recall a foreign customer service representative having a hard time understanding you? Some recent data published by the CFI Group in their 2010 Contact […]

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Alpine Access, a provider of outsourced virtualized call center services, recently announced the appointment of a new CFO. Robert N. Pinkerton will serve as the firm’s new Chief Financial Officer. Pinkerton’s bank management history includes executive roles at Continental Bank and PARIBAS, a European leader in banking and financial services. He has also served as […]

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Is your call center ready for the next level? Do you already engage in best practices for your call center? CIAC certification might be the next step to boost your call center’s performance even further. You may not have heard of this industry recognized independent certification so lets explore further. What is CIAC Certification? CIAC […]

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Wouldn’t you like it if highly knowledgeable people gave answers to complex, technical questions asked by your customers–all for free and without any effort on your part? Users helping users is not a dream, it’s happening right now and you can use it for your own business to greatly improve your customers’ service experience with […]

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Do you think the only interactions a customer has with your company is through your call center and sales? Unfortunately, there are numerous overlooked touch points where a customer will interact with your company. You need to identify and prepare your entire touch point chain in order to give positive impressions to customers. Understand how […]

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