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ContactCenterSolutions Contact Center Week In Review

May 23, 2008

Welcome to a pre-Memorial Day version of the ContactCenterSolutions Contact Center Week In Review. Here's a run down of all news contact center related before a 3-day break.
 
This week, Vonage announced it deployed Five9's Virtual Call Center offering to help manage its marketing campaigns. With the quick and flexible deployment of Five9’s predictive dialing and outbound solutions, Vonage is better positioned to align its aggressive goals for customer outreach.

 
Five9 also made headlines this week for partnering with SNAP Recordings to enhance virtual outbound call centers with better voice recordings.

 “With our professional voice-overs and hundreds of different music tracks, we provide the complete production service to enhance your business image and establish instant credibility with your callers. Ordering the audio production is completely safe, secure and best of all...it takes just a few steps,” said Saul Ives, President of Sales and Marketing of SNAP Recordings.
 
Also this week, Convergys announced the addition of more contact centers in the Philippines. The addition of the 5 new contact centers in the country will provide both general support and advanced technical services and will bring the total number of sites in the country to 14.
 
Comcast announced this week, the opening of its first Arab-language contact center in Dearborn, Michigan. The new English-Arabic bilingual center will serve the southeastern part of the state which has one of the United States’ largest Arab populations.
 
Also this week, Apptis,an IT services, communications and solutions provider to the federal marketplace, announced it will provide services for the Federal Deposit Insurance Corporation (FDIC)'s call center operations. Read more HERE.
 
A new study from Dimension Data has found that the focus on CRM in the contact center is down from ten years ago and instead of customer relationships, more attention is being placed on operational efficiencies, reducing costs and improving services.

"Minimal progress has been made in adopting a more customer-oriented, CRM- based approach within the contact center over the last 10 years since the Benchmarking Report was initiated," said Alex George, Dimension Data spokesperson for the Benchmarking Report.
 
Another study related to the contact center conducted by Vurv Technology and Aberdeen  Group was highlighted this week as well. According to the study's findings, proper compensation helps in protecting the contact center base.
 
"The study said that 87 percent of Best-in-Class organizations have either partially or fully integrated compensation with other workforce management applications. These organizations are more aggressive at recognizing, acknowledging and rewarding individual performance." READ MORE.
 
And if you're looking for a way to prevent chaos, call center scheduling may be the answer. Find out why HERE.
 
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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