The Contact Center Solutions Community is heating up, despite what has been a very long and cold winter in much of the Northern Hemisphere, although Sochi, Russia unfortunately seems to be stuck in a warm spell as it hosts the Winter Olympics. Not only were there plenty of new capabilities and partnerships announced this week, but as usual there was also a fair share of advice to be imparted.
Before getting to the harder news, since this will be coming out just after Valentine’s Day, you might wish to warm your heart with the item by ContactCenterSolutions Special Guest Matthew Thomas of CXperience, who had a great piece entitled, “5 Ways to Show Love to Your Customers This Valentine's Day.”
Once you finish Matthew’s suggestions, learn about all of the latest capabilities community members are offering. Noteworthy news this week included:
As noted at the top there were several items that caught our attention in terms of advice that various companies and industry SMEs wished to share. These included:
In other news, as usual it was an eclectic mix. For example, Avtex will be hosting a series of events, “CRM in the Contact Center,” several U.S. cities to tout the value of Microsoft Dynamics CRM.
In our “Wheelings & Dealings” item this week, we noted that Lithium Technologies is rumored to be buying customer experience social media influencer Klout. Market research firm Frost & Sullivan is out with a report that says the Australian contact center applications market is going to experience significant growth over the next five years. And, XACT Telesolutions announced the signing of a contract with a renowned university to support enrollment advisory services.
Why not take a break from watching the Olympics and check out the resources available through links on the community home page? They are constantly being updated with new eBooks, whitepapers, videos, demos, etc. Plus, for detailed information 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 frequently and bookmark.
Finally, if you missed it, the webinar Key 2014 Contact Center Trends and Priorities: How you can be ready, is one you really should consider downloading, and by all means find out what a distinguished group of industry experts had to say about the future of customer service at our recently concluded ITEXPO event.