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ContactCenterSolutions Contact Center Solutions Week in Review

June 22, 2013

This week in Contact Center Solutions was filled not only with the usual new products and customer implementations, but also more than the typical amount of useful insight. 

Before getting to all of that I wanted to draw your attention to the release of information by community host Interactive Intelligence about its recently concluded Interactions 13 event. Not only did the event set records, but as you will see (and very much in line with this week’s insights flavor) I have embedded in the article my video interview with Interactive Intelligence CEO Dr. Don Brown, which I am sure you will enjoy.


You also should take a look at the following two items and be sure to click on the videos I did with the companies at Interactions 13.   The first is about OrgSpan who is making it easier for people to find the right people (as the name suggests) that span an organization. The second is about how PathSolutions is delivering total network visibility for monitoring VoIP which is an increasingly important part of how customers and contact center agents interact. 

Continuing with the insights theme, there were several items of interest particularly regarding customer experience.

  • The first is a feature on how timely customer support and real-time information help contact centers better engage their social media customers.
  • And, speaking of social media, a new report, “Social Media Customer Service/Contact Center Product and Best Practices Report,” highlights how marketers are putting in a good deal of effort to leverage the power of social media to enhance customer engagement, boost sales and retain customer loyalty through live interactions. 
  • ContactCenterSolutions Contributor Mae Kowalke got insights from Telax on the importance of capturing customer feedback in hard data that can be correlated and made actionable.  
  • For those thinking of doing online business via contact centers in the Middle East and Africa (MENA), the contribution from ContactCenterSolutions Special Guest Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence, about the explosive growth of online purchases in the region and how it is transforming the need and use of contact centers is fascinating. ustomer Experience Model to Build Customer Loyalty and Grow Business 
  • There is also some very useful advice from ContactCenterSolutions Special Guest Stefanie Amini, Marketing Director, WalkMe, who provides 5 tips for proactive customer engagement.

The last item is on the community because it provides an interesting window on the world of customer allegiance, particularly in the B2B world. The study by Acquity revealed the revenue threat posed by third-party websites to traditional means of customer interactions which is real food for thought.   

Aside from the news that Yahoo is planning on hiring 125 new employees in an expansion of its Lockport contact center, the rest of the industry news is a diverse mix.

There were also two recognition awards of note. Outsourced multichannel customer experience management provider Teleperformance recently was honored with the Netherlands National Contact Center Association (NCCA) Best Partner Award for helping Google enhance its services.  And, CGS announced that its contact center and BPO operations in Romania have been honored with the second position in the "Best International Call Center" category at the 2013 Call Center Excellence Awards.

As we all know, contact centers are a critical way in which governments interact with citizens, and in the UK, Sitel’s expertise in outsourced customer contact solutions, is being tapped to the new anti-discrimination Equality Advisory and Support Service (EASS). 

Weekend reading  

The resources of the community are constantly being updated, with videos, white papers, access to demos etc. In fact, while I got to test drive Interaction Analyzer and CaaS Quick Spin in Indianapolis a few weeks back, a click of the mouse will let you see better understand these capabilities from the comfort of your PC.   You can also review our “Ask the Expert” section, specifically the item, “Using a Multichannel Strategy to Deliver an Exceptional Customer Experience,” In addition for more detail on areas of specific interest our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — are great places to visit.





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