Contact Center Solutions Featured Article

Contact Center Solutions Week in Review

July 12, 2014

The summer in the Northern Hemisphere is heating up and so was the news and insights from the Contact Center Solutions Community. 

Leading off were a series of items relating to community host Interactive Intelligence.  I start on a personal note with the announcement that long-time chief marketing officer (CMO) Joe Staples (News - Alert) will be leaving the company in the next few weeks to spend more time in beloved home state of Utah and with his family. Joe has been a wonderful person to work with and I will miss our interactions.  I and the entire TMCnet staff wish him well. 

I also want to highlight the formal announcement that BidPal was the winner of the recent Interactive Intelligence Contact Center Customer Experience Makeover Contest, and not just the article is worth a read but also spend a little extra time looking at videos of the finalists being announced and BidPal’s acceptance of the extreme makeover. 

In other Interactive Intelligence-related items were:

The good news for those who like to stay up-to-date on industry trends, these include:

  • A new Accenture report that highlights how investments in customer experience solutions is transforming B2B selling but has yet to maximize its potential.
  • A recent blog posting by AT&T (News - Alert) looks at how contact centers are leveraging new capabilities to enhance customer service.
  • Syntec Telcom, a UK-based provider of cloud contact center management solutions, released a white paper on consumer concerns about contact center fraud, especially in regard to information regarding payments.
  • TMCnet Contributing Writer Casey Houser also looked into the recent survey by eDigitalResearch on the increase in consumer satisfaction in Live Chat customer service.

Frost & Sullivan was busy on the recognition front giving awards to Verint (News - Alert) Systems the "2014 Asia Pacific Best Practices Award" in the Contact Center Applications Vendor of the Year category, and IT outsourcing company Transcosmos the award for "Japan Contact Center Outsourcing Service Provider of the Year."

The vitality of our community was also on full display with customer upgrades and new capabilities. Items that made news were:

  • CRMIT Solutions, a provider of cloud-based customer experience solutions, announced they will be opening a new Customer Experience Center in Atlanta
  • The AW Rostamani Group, a Middle East conglomerate that manages brands across the automotive, real estate, interior design, and IT industries, partnered with contact center solutions provider Vocalcom to enhance its customer service. 
  • Diagnotes announced that Advanced Healthcare Associates will deploy its software to nursing home staff to improve customer interactions.
  • NACR revealed it will be adding new managed services to its NACR Ovation managed services portfolio in order to serve customer needs at all levels of contact center operation.

Weekend Reading

A gentle reminder that our community home page is your gateway to constantly updated eBooks, whitepapers, videos, demos, etc., and the weekend is a great time to take advantage of all of the great content that can be accessed.  Plus, our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — contain news and insights on specific areas  of interest. 

In addition, if you were unable to join us, register to watch the achieved copy of the recent popular webinar, “Business Process Automation Best Practices For Improving Customer Complaint Resolution.” 



Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!