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SpeechCycle, a provider of customer interaction solutions, announced today that it was has partnered with Novauris Technologies, a provider of speech recognition technology, to offer fast speech recognition from large sets of data in SpeechCycle’s LevelOne Agents speech products. Leveraging Robust Voice Tech This partnership will allow SpeechCycle’s products to leverage Novauris NovaSearch core automatic […]

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West Interactive, a provider of contact center solutions, announced this morning that they have partnered with Syclo, a provider of enterprise software for mobile devices, to build and manage self-service applications for mobile devices. The company will offer mobile applications that leverage Syclo’s Agentry 6.0 mobile framework to conduct transactions such as appointment scheduling, payment, […]

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How many people are too focused on the mechanical aspects of queues and don’t focus on the softer psychological aspects? You could be missing out on valuable insights that could be employed to increase customer satisfaction. Many call center managers view reducing wait time as an end in itself. It isn’t. Then end goal is […]

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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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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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Web self-service. What do you think when you hear that phrase? Saving money? Cutting costs? Lowering service standards? Avoiding the customer? Maybe even promoting laziness? Many call centers focus on the cost savings aspect of self service options. Yet few call center managers see self-service as an asset to improve call center performance. Let’s look […]

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