Industry growth and improving the customer experience took center stage in the news for the Contact Center Solutions Community this past week. But before getting to the latest developments, you might wish to start your reading with an insightful piece about by ContactCenterSolutions Contributor Robbie Pleasant, regarding a new white paper from Knowlagent and DMGabout mediating the constant struggles between IT departments and the contact center over sharing data, and how organizations can address this struggle and rather focus on a unified goal: providing customers with the best experience possible.
I also want to point out a special guest item by Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence, Developing Sound Strategy: Understanding Risks Before Moving to the Cloud contact center offerings.
With all of the talk about if, when and how to move to the cloud, the advise here is extremely valuable.
As noted, improving the customer experience continues to be a major thrust of the industry, and there was news on lots of fronts:
The good news in the industry in terms of growth illustrates the global impact of next-generation contact centers, and was punctuated with new of significant customer wins.
In other industry news, it’s nice to hear about customers who are getting it right. In fact, Nuance Communications, Inc. has awarded Customer Service Innovation Leadership Awards to Barclays Bank PLC, FedEx and Turkcell Global Bilgi. These organizations were recognized for their proficiency in consumer service improvements inside their contact centers.
As always, I close with the suggestion that you enjoy all the resources the community has to offer. It is constantly being updated with new videos, whitepapers and podcasts on a variety of subjects. In fact, if you’re a Microsoft Lync customer, download the featured whitepaper from the community on integrating Lync with Interactive Intelligence’s CIC.
I also would like to continue to recommend the recent webinar, Best Practices for Evaluating a New Contact Center Solution: Leading Analysts Share Their Insight and Research, as well as the webinar, The Call Center is Dead, Long Live the Contact Center!
And, please don’t’ forget to review our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology, for more granular coverage of things specific to your needs.
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