The word “spanning” comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics.
In fact, the metrics area is a good place to begin. Indeed, for those of you who were not able to join myself and over 1700 registered participants on the webinar, “What Does it Take to Deliver a Superior Customer Experience? The Two Top-Rated Online Retailers, B&H Photo and Crutchfield Electronics, Share Their Secrets”, sponsored by community host Interactive Intelligence, I highly recommend you listen to the archived version. You also might wish to review the whitepaper, Contact Center Metrics that Matter.
Other postings regarding metrics this past week included a few takes by our staff on Call Center Corporation’s Scott Sachs recent blog on measuring, including one by frequent community contributor Tracey Schelmetic on the right customer-facing metrics. There was also a piece from ContactCenterSolutions Contributor Steve Anderson that explained that businesses that ignore providing measurable customer experiences do so at their own peril.
As visitors to this community know, I have a fascination with the progress moving the contact center to cloud in making, and you should be interested in what Voxbone is saying about this in terms of the increase it is seeing on the traffic side of things. In fact, it is not just the cloud where the use of contact centers is growing. As a new report from Global Industry Analysts (GIA), "Call Centers: A Global Strategic Business Report", highlights, spending on contact centers around the world is poised for significant growth.
Expansion and the introduction of new capabilities were also of note this week. Items included:
On the omnichannel front there were a few items of interest:
In other industry news, CGS received ISO 9001:2008 certification for its United States and Romania Contact Center quality management systems. And, there was news from Hinduja Global Solutions Limited (HGS), a company that offers customer relationship and business process management solutions that it scored highly on all parameters related to buyer satisfaction in Everest Group's annual report on Contact Center Outsourcing (CCO).
Weekend Reading
With the long Labor Day weekend upon us in the U.S. you might find time to visit our recently re-designed community home page. It provides links to constantly up-dated industry news, e-books, whitepapers, videos, insights and even links to interesting demos.
Plus, visit our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology —which contain news and insights on specific areas of interest.
Finally, if you were unable to join us for the popular webinar, “Business Process Automation Best Practices For Improving Customer Complaint Resolution,” click on the link and view the archived version of the event.
