The Contact Center Solutions Community was all business this week in terms of things of note, in that our usual items on industry recognition and even on advice gave way to deals, wins, etc.
A good place to start is with an upcoming webinar being run by community host Interactive Intelligence “Business Process Automation Best Practices for Improving Customer Complaint Resolution,” to be held Tuesday, June 24 at 11:30 a.m. Eastern time (EDT). Key to providing great customer experiences is having the right approach to BPA and this webinar will be a terrific opportunity to get all of your questions answered about best practices for handling customer complaints.
Now to those deals and enhancements. It was a varied lot. Items include:
As usual we like to highlight examples of indications of just how robust the growth continues to be in the community. The first example is contained in a report from Synergy Research Group that hybrid cloud deployments are a major factor in for UCaaS growth. According to the New Q1 data hybrid cloud has scaled up to 14 percent of total UCaaS subscribers as of the end of the first quarter of 2014.
The second example is Omaha, Nebraska-based Sitel, a global customer care provider, has announced it will soon fill 200 new positions to support an expanding global satellite TV client. The company currently has 58,000 employees helping clients with CRM contact center services and has support operations in domestic, near shore and offshore centers in 23 countries.
There were also some interesting odds and ends that caught our attention this week. They were:
I have saved what may be the most interesting for last. In our comings and goings section, it was noted that HEC Montréal, one of Canada’s leading business schools with over a hundred years of experience, has launched a new Chair in Service Marketing and Customer Experience to be instructed by Associate Professor Yany Grégoire. This is a different type of recognition than the usual we report on, and the reason it is significant is that it is a reflection by business schools of the importance companies are placing on improving the customer experience, and the need to train the next generation of leaders who know how to use technology and marketing correctly is already at a critical juncture since talent is in very short supply.
Weekend Reading
If you have a desire to catch up on industry insights and news this weekend, our recently re-designed home page is there to get you to what you need quickly. The community is constantly updated with fresh content which includes: new eBooks, whitepapers, videos, demos, etc. And, check out our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology — for news and insights on specific area of interest. And, one last reminder about that June 24 webinar, “Business Process Automation Best Practices For Improving Customer Complaint Resolution.” While it will be archived, by all means take advantage of this chance to ask the experts about your specific challenges.