It is always fascinating to watch developments in the Contact Center Solutions community every week because there are always surprises. In fact, the big surprise this week, in contrast to the past several, which were heavy on customer wins and news products, was the attention commanded by reports and advice.
The great thing about a week with so many findings is the wealth of sights about market trends and customer views that can be gained. In fact, a good place to start is with the release of the results of a customer service experience survey community host Interactive Intelligence conducted back in June and July of this year in the Middle East. I made it my “Editor’s Choice” because the findings actually accentuate the fact that while there are regional differences to some extent regarding the importance and need to improve the customer experience through adoption of next gen technologies, it turns out that contact center managers around the world have a lot in common.
Other reports and advice include:
Other industry news was more along what we usually see in terms of new capabilities, partnerships and customer deployments. In fact, a pullout is how despite all of the hoopla over Amazon's "Mayday" button (a free video conferencing session with a live agent available 24 hours a day for Amazon Kindle users who run into trouble), Google is stirring up some customer support revolution of its own in the form of Google Helpouts.
On the customer side of things, in the U.S., the Navy Wounded Warrior (NWW) -- Safe Harbor call center has successfully provided non-medical care information to seriously wounded, ill and injured sailors and Coast Guardsmen. And, MGM Resorts International has selected Medallia's Customer Experience Management (CEM) solutions to empower its employees to improve the customer/guest experience across all its resorts.
The rest of the news this week involved a little bit of everything ranging from integrations to recognition. It included
Weekend reading
If you have time this weekend, and hopefully you do, the resources accessible from the community home page are a great way to stay up-to-date. The resources are constantly being updated, with videos, white papers, access to demos etc., all aimed at keeping you in the know. And for more information and insights on specific areas of interest, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are places to visit and bookmark.
Finally, in case you were not able to participate, I want to reiterate the value of the November 14 webinar, “A Practical Guide for Moving Your Contact Center to the Cloud.” The event featured Drew Kraus, Research Vice President, Gartner; Donna Fluss, president, DMG Research, and Joe Staples, chief marketing officer, Interactive Intelligence. It was packed with extremely useful insights and information to say the least.