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TMCnet Contact Center Solutions Week in Review

October 06, 2012

It’s the end of another week, which means it’s time to take a look at the week’s events in the world of contact center solutions. Here’s a quick wrap-up.

Unified IP communications company, Interactive Intelligence (News - Alert) (News - Alert) is working with UK debt collection company CapQuest to connect the latter’s global call centers to create a true unified center for the business, which makes an average of 250,000 outbound call attempts each day. CapQuest is now using Interactive Intelligence’s Customer Interaction Centre (CIC) for a range of purposes, including contact center activities and business relations, as well as communications between staff based across the company’s four contact center locations.

Read the full article here.

1st United Services Credit Union recently announced that it has chosen Fonolo’s (News - Alert)  best-in-class phone-based customer service. Members of 1st USCU will be offered an enhanced call center experience as waiting time is now replaced with a call-back capability from Fonolo. Members can now connect to call centers agents in a single click via Fonolo, which has been incorporated into the 1st USCU website.

Read more by clicking here.

We all know what mobile adoption has done for game playing and checking e-mail. Most of us even know what mobile devices have done for working outside the office and finding ways to have access to documents from half a world away. What we may not realize is just how much mobile devices are going to impact customer service over the next couple of years. A recent study by industry analyst Ovum (News - Alert) shows how different companies will have their customer service approach changed.

Read the article here.

One thing the world has today is lots of social media channels, and customers are increasingly using them to interact with companies. Social media allows companies to hear, engage and participate in customer conversations not only during a call, but even when the customer discusses his or her product/service experience with friends or peers on social networks. The Asia Pacific region has a breadth of call centers. Since many businesses realize that it’s critical that they ensure social media merges with the contact center so it can become part of the unified customer experience, call centers of Asia are getting into social media in a big way.

Find the complete article here.

Today, “word of mouth” is the most powerful form of advertising, as 92 percent of people say they trust word of mouth, while only 33 percent of people trust online advertisements. So how exactly do you spread word of mouth messages about your company?

Read the article here.

Social media has evolved substantially over the last five years and has proved itself to be an effective tool that improves the customer experience as well as lead generation. At an ITEXPO (News - Alert) Austin 2012 session “Supporting the Social CMO” this week, expert panelists discussed how social media is affecting CMOs.

“There is a shift in the way the CMO connects with customers and employees and use that insight to develop better programs,” said Tony Busa of Benbria Corporation.

Read a wrap-up of the session here.

That’s all for this week in contact center solutions. Have a great weekend!



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