Contact Center Solutions Featured Article

TMCnet Contact Center Solutions Week in Review

July 14, 2012

This week was dominated by a number of features that looked at the practical advice on such things as social media, along with opinions about challenges and opportunities for the contact center solutions community. 

Considering all of the buzz around social media and its role in the transformation of contact centers, a great place to start your review of this week is with TMC (News - Alert) Executive Editor Paula Bernier’s interview with Interactive Intelligence CMO, Joe Staples on industry trends and the impact of, not only social media, but also things like speech analytics and mobility on contact centers.

Attention should also be paid to:

  • What the Corporate Executive Board is recommending for contact center administrators in terms of adjusting their approach to providing compelling customer experiences.
  • Research from the Customer Contact Council that once again highlighted that at the end of the day customer loyalty is a function of how fast resolution times are regardless of channel used. 
  • Why business process automation is critical for providing better customer services.  

At the risk of sounding self-serving, I also think readers will be interested in my own take of the frustrations of getting customer service whether when interacting with a web site or a person, and why this is not about having a technology checklist, but having a well thought out and executed plan for listening, learning and acting.

News

Along with the expert opinions, there certainly was no shortage of news this week:

  • TMCnet Contributor Carolyn Dawson reported on TargetX’s  release of two cloud-based tools aimed at the education sector in the area of student-retention that have been developed on the popular and well-accepted Force.com platform of Salesforce.com.
  •  CallMiner unveiled its v9.0 of Eureka! cloud-based speech analytics solution.  
  • AMC Technology, a provider of enterprise and contact center application integration software, announced support for Cisco Mobile Agent to its Contact Canvas salesforce.com CTI (News - Alert) Adapter.
  • KANA Software Inc., a global player in customer service solutions delivered on-premises or in the cloud, drew significant attention with its acquisition of process-based contact center provider, Ciboodle, from the Sword Group. 
  • Interactive Intelligence and TechnologyOne have partnered to focus on IP business communications and customer relations management solutions for public sector organizations in Australia and New Zealand.

Finally, there was a forecast from Ovum (News - Alert) that predicts 100 percent growth for home agents by 2015. Inventions around security, vertical market development and advances beyond the conventional U.S. market will be key contributors. And, be sure to read Paula Bernier’s interview with Jon Arnold (News - Alert) in our “Ask the Expert” feature for his view on the role digital signage can play in targeting customers.  

Watch and learn  

For your weekend viewing, our latest addition to our community, “Video Showcase,” is a great place to pick up best practice. Plus, as always you are invited to review all of the other valuable resources on the community —our glossary of terms, featured demo, eBook, podcasts, whitepapers.  And, if you have not, please sign up for a free Contact Center Solutions eNewsletter.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.



Article comments powered by Disqus

Related Contact Center Solutions Articles

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

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ 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!