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ContactCenterSolutions Contact Center Week In Review

February 08, 2008

Welcome to this weeks recap of all things contact center-related.
 
This week, ContactCenterSolutions highlighted new product offerings, award wins and an exclusive contact center-related interview.
 
Contactual made headlines this week with an announcement that its virtual call center solution, Contactual OnDemand Contact Center, helped a staffing company operate more efficiently.
 
Labor Ready, an international temporary staffing company, said they make use of Contactual OnDemand Contact Center to deliver personal service for clients across the globe from a single call center in Tacoma, WA. With Contactual OnDemand they are able to quickly increase the number of employees for its clients as needed. CLICK HERE to read more!

 
Also this week, VoltDelta launched the Call Center Solutions channel on ContactCenterSolutions.
 
The Call Center Solutions channel promotes VoltDelta’s call center solutions and includes an overview of VoltDelta’s products. In addition, visitors can find valuable resources such as white papers, free product trials, e-demos, feature articles and industry news.
 
Call recording solutions provider, Telrex also made headlines with the announcement that its CallRex suite of IP call recording and call center optimization solutions are interoperable with the 3Com NBX IP Telephony System version 6.

"This latest validation ensures the further drive for call center recording solutions in 3Com NBX IP Telephony System version 6 environments. The practice of call recording is increasing in the call center industry as it continues to help improve training, performance and coaching." Read more HERE.

Outsourced customer care services provider West Corporation was also named 2008 North American Contact Center Outsourcing Company of the Year by Frost & Sullivan.

"This award, which is based on interviews with market participants, customers and suppliers, along with significant secondary and technology research, reflects the strides West is making to bring best-in-class technologies to market and provide customer-focused solutions with remarkable economic upside to clients,” Michael DeSalles, Strategic Analyst for Frost & Sullivan said in a press release. “West's continuous rollout of communications solutions enables the company to meet virtually every customer contact and CRM need in nearly every industry."

Speech technologies provider Intervoice  announced this week that it signed new on three new customers for the current fiscal quarter. The new deals include Intervoice's multi-channel contact center suite.

"We are very excited to see such a positive response to our integrated self-service to live assistance story. Our customers are very pleased that we have expanded our portfolio to the broader contact center market. The extension of self-service with intelligent routing to live agent assistance creates a customer focused, cost effective contact center," said Jim Milton, Chief Operating Officer, Intervoice in a statement to the press.
 
Also this week, a feature article on ContactCenterSolutions highlighted the need to purchase call center furniture based on agent's actual needs.
 
"One of the first concerns in selecting call center furniture should be the agent’s workflow. Agents are measured on the number of calls they effectively complete within a specified amount of time. If the furniture that they are provided to complete these calls is not conducive to their workflow, they will not be as productive as necessary, will miss call quotas and incur more cost for the organization." CLICK HERE to read on.
 
Also this week, a Workforce Management Practices Study, endorsed by the Society of Workforce Planning Professionals revealed that workforce management is not reaching its potential in the contact center

According to the study's results, when it comes to scheduling, 62 percent of respondents post new schedules at least every month, while the remaining 38 percent post new schedules as necessary.

The study also found that there is significant opportunity for improvements in both the workforce management process (as 37 percent were not satisfied) and with workforce management software (with 41 percent not satisfied).
 
And to find out what's new with contact center recording, ContactCenterSolutions spoke with Greg Manhoff director of worldwide sales at Teleformix. Check out the interview HERE.
 
 
This Webinar will provide a refresher of best practices for integrating customer relationship management (CRM) elements into the call center.
 
The online event, scheduled for April 2, 2008 at 2:00 p.m. Eastern Time (11:00 a.m. Pacific Time), will be co-presented by Paul Nussbaum, vice president of marketing for AMC Technology and Tracey Schelmetic, editorial director for Customer Inter@ction Solutions Magazine.
 
 
 
That’s all for this week, but be sure to check back with ContactCenterSolutions throughout the week for all the latest in contact center-related news as it happens! Until next week…..
 
 
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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