Contact Center Solutions Featured Articles

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

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014

Xerox Virtual Customer Care Agent Soon to Enter the Market

Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
10/29/2014

Cyara Partners with GlobalNet

Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
10/29/2014

The Personalization of Patient Care

There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
10/28/2014

VitalVox Selects Indosoft's Q-Suite

Indosoft, a provider of multi-tenant call center software, recently announced that its Q-Suite has been selected by VitalVox, a provider of hosted call center and PBX services. With Q-Suite, VitalVox will enable its clients to lower their total cost of ownership. [ Read More ]
10/28/2014

UIL Holdings Teams with Accenture and Structure to Implement Ventyx Solution

UIL Holdings, the parent company of The United Illuminating Company (UI), has selected Accenture, Structure and Ventyx to help improve customer communications and reduce the impact of outages by implementing outage lifecycle management solution. [ Read More ]
10/28/2014

Ebola Hotline Call Center Inaugurated in California

The Ebola outbreak in West Africa has a high mortality rate, with close to 70 percent of patients dying of the disease. This outbreak and the handful of cases that have appeared in North America and Europe have raised concerns about how infectious the disease is and how to recognize its symptoms. [ Read More ]
10/28/2014

Employers, Do Your Part: Onboarding is Paramount

Getting the right person for the job is important but that hinges a lot on new hires starting right in the new job. The parabola of success depends on how employees are hired. [ Read More ]
10/28/2014

AltiGen Announces Interoperability with Polycom

AltiGen Communications has announced that the company has optimized Polycom's complete portfolio of business-class VoIP phones. This means these phones can now be installed with AltiGen's entire product line. [ Read More ]
10/27/2014

Just When You Thought the Airline Customer Experience Couldn't Get Worse

For those with a longish memory you may recall that the banks-another industry which along with telecoms and hospitality companies have never met a service they did not wish to charge for or a new fee they tried to enforce-got a communal wrist slap when they attempted to charge a fee for speaking with a teller rather than use an ATM machine. [ Read More ]
10/27/2014

Is Your Hold Music Doing More Harm Than Good?

Hold music has often been billed as one of the great solutions to call centers' wait time issues. It lets the customer know that the hold is still going, as opposed to having been disconnected midway through the wait for some reason, and it also gives the customer something to do to relax said customer and divert the attention. But there are some songs that really shouldn't be a part of a musical hold system in the first place, and a recent study from Face for Business shows off just what some o… [ Read More ]
10/27/2014

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014

FCC Issues Report on April 911 Outage

911 service are one of those things that people expect to be there when they need it. An outage in April of this year knocked out 911 service to 11 million people, and the Federal Communications Commission has released a damning report, according to Threatpost. [ Read More ]
10/23/2014

Ogilvy & Mather Launches Global Center for Data Excellence

Ogilvy & Mather, one of the largest marketing communications companies in the world, has launched a global center for data excellence known as of OgilvyAmp. [ Read More ]
10/23/2014

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/23/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014

Opower's Customer Engagement Platform Gets a Makeover with New Analytic Tools

Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimiz… [ Read More ]
10/15/2014

Ambs Call Center Presented with 2014 CAM-X Award of Excellence

For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America. [ Read More ]
10/13/2014

Dell Announces Medallia as Open Networking Customer

Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions [ Read More ]
10/13/2014

TeleTech to Open New Customer Experience Center in McAllen, Texas

TeleTech's new McAllen,Texas customer experience center is seventh new U.S. center in pasat two years. [ Read More ]
10/13/2014

Contact Center Solutions Week in Review: Transforming the Customer Experience with WebRTC

As has been the custom the last few weeks, the Contact Center Solutions Community has seen the focus shift from mere discussions of call center technologies to such hot buzz words as: omni-channel, cross-channel, multi-channel, customer experience and customer journey. [ Read More ]
10/11/2014

Wheelings & Dealings: ConvergeOne Takes Over Spanlink Communications

Spanlink Communications, a systems integration company dedicated on serving the unified communications and contact center markets, has recently been taken over by ConvergeOne, an independent integrator of IT, communications, collaboration and customer interaction services. [ Read More ]
10/09/2014

Noble Systems Unveils Upgraded Noble ShiftTrack 6.0

Workforce management requires managers to assign the right to the right people, and provide supporting resources in the right place at the right time. This is important to meet desired company goals and provide better customer service. But without the aid of proper tools, predicting workforce requirements often remains guesswork. [ Read More ]
10/09/2014

Live Chat on Mobile Devices: A Must for Online Shoppers

Providing insight into consumers' online shopping journeys, the Moxie 2014 study indicates that a large majority of customers expect live chat to be available on their mobile devices for sales and support assistance while they shop online. [ Read More ]
10/09/2014

CXM's Application Receives New Compliance Certificate

CXM, a provider of workforce optimization solutions, has announced that its Recording and Quality Monitoring Software Suite has received 'Avaya Compliant' status for some of Avaya's communication and contact center solutions, through Avaya DevConnect program. [ Read More ]
10/09/2014

Transforming the Customer Experience with WebRTC

At the recent Oracle OpenWorld 2014 event, I had the opportunity to spend quality time kicking the WebRTC tires. This led to my conclusions as to why WebRTC is needed now in contact centers to improve the customer experience (CX). And, when I say now, I mean ASAP. [ Read More ]
10/09/2014

Shoppers Ditch Mobile Shopping Carts Due to Poor Customer Service

Because of our growing reliance on personal mobile devices for everything, a lot of attention has been paid to making interactions over these devices customer-friendly, especially when it comes to using them as the preferred transactional platform for making retail purchases. Realities are that while retailers have made strides in making personal device interactions more compelling they are nevertheless falling short. [ Read More ]
10/09/2014

National Customer Service Week-'United Through Service'

There is a line in Arthur Miller's iconic play "Death of a Salesman" where the character Linda is providing Biff, the son of flawed central character Willy Loman perspective on his dad and says, "Attention must be paid." I cite this because in case you were not aware October 7-11 is by presidential proclamation here in the U.S., National Customer Service Week. It is a week that for years has been established as a time to honor those who are on the frontlines of providing customer care. And, righ… [ Read More ]
10/08/2014

Deloitte Study Finds Organizations Need to Tap into Existing Passionate Workers

One of the biggest challenges for contact center administrators is not just finding and keeping talented agents, but also getting better insights into which agents are the most productive and why. The intuitive answer is that employees who are passionate about their jobs are top performers. However, and this is not likely to be a surprise, a new report from Deloitte's Center for the Edge entitled "Passion at work: Cultivating worker passion as a cornerstone of talent development," points out tha… [ Read More ]
10/08/2014

CGS Inaugurates New Office in Romania

Customers today are becoming more demanding and every business is forced to adopt smart ways to help meet rising customer expectations. Recently, American outsourcing firm CGS, has inaugurated its new office in the city of Targu Jiu Romania, to keep up with the customers demand for more number of multilingual and technical team. [ Read More ]
10/08/2014

The Customer Experience Really is a Journey

You have to like the fact that the terminology used in describing the history and path of customer interactions with business seems to evolve almost but not quite as fast as the technology driving it. Witness for example, how call centers became contact centers and how even contact centers may soon get displaced with a term like customer engagement center. Another example is how customer interactions are now customer experiences, and how even the recently developed term multi-channel is rapidly … [ Read More ]
10/07/2014

Creative Virtual's V-Person: A Compelling Self-Service Product

Creative Virtual, well known for its self-service customer experience management solutions for enterprises, has developed a conversational platform V-Person that is currently being used by a software company. It has been designed to resolve activation issues and help businesses deliver intelligent, personalized customer experiences across all contact channels. [ Read More ]
10/07/2014

Sonus PSX SWe and DSC SWe Address Service Provider and Enterprise Requirements for NFV/SDN

Bandwidth-on-demand is currently topping the list for new revenue generating opportunities in network functions virtualization (NFV) and software-defined networking (SDN) environments. Sonus is a provider of a complete portfolio of hardware-based and virtualized solutions serving customers in nearly one hundred countries and have nearly two decades of experience. The company is all set to move a step further with the launch of its Sonus PSX SWe and the Sonus DSC SWe virtualized platforms. [ Read More ]
10/07/2014

Omni-channel is Multi-channel Done Right

Recently, Karina Howell, Solutions Marketing Manager at Interactive Intelligence provided some terrific insights on what should be viewed as the essential step for providing what she characterized as the cross-channel customer experience. With so much new terminology being used in the contact center solutions community at large to describe the need and sense of urgency of customer experience professionals to have 360 degree interactions with their customers, I recently caught up with Howell to g… [ Read More ]
10/07/2014

Teleopti, Vocalcom Partner to Offer Contact Center, Workforce Management Solution in the Middle East

Teleopti, a provider of workforce management solutions, and Vocalcom, a provider of contact center solutions, have announced a partnership in the Middle East. [ Read More ]
10/06/2014

Your Customers' Best Friend: Is it Google? Or is it you?

Oh no, another article telling customer support professionals how they can do their jobs better? Not at all. Let's talk instead about how BPM technology-based solutions can help you keep your customers engaged and happy. [ Read More ]
10/06/2014

Contact Center Solutions Week in Review: New Report Looks at Omni-Channel Challenges

This week's Contact Center Solutions Community highlight is that LCP Consulting's new report confirms omnichannel (aka, omni-channel, and at some point the industry needs to decide which one to standardize on) techniques helped retailers grow in the past year. And, while clearly omnichannel is going to increasingly be an important part of the news, it was and will be only a part of the immense diversity of community interests and activities. [ Read More ]
10/04/2014

Creative Virtual New Customer Install includes Integration with Leading Cloud-based CRM System

One of the leading areas of customer experience solutions automation efforts is self-service. When done correctly, self-service can not only reduce the stress on contact center agents by off-loading mundane requests that take up valuable time needed for more challenging interactions, but also improve customer satisfaction. In short, it can create a win/win for contact centers and customers, especially when such capabilities are integrated with Customer Relationship Management (CRM) solutions. [ Read More ]
10/03/2014

St. John Ambulance Western Australia Partners with Interactive Intelligence

St. John Ambulance Western Australia recently came to the end of life with its legacy phone system and had decided to replace it with an on-premise product from Interactive Intelligence. This week, it announced that it has begun deploying the new Customer Interaction Center that will take over for its old phone system and sync with its existing systems such as its Computer Aided Dispatch System. [ Read More ]
10/03/2014

Fourworkx Partners with Shinetech Software on New Workload and Staffing Solution

Members of the contact center solutions community have as a priority workload management and staffing optimization. This is particularly true for enterprise looking to be fast to market and adaptable in the market in leveraging agile applications development. In this regard, notice should be taken of the recent unveiling of the partnership between Shinetech Software Inc., a leading agile application development outsourcing provider, and Fourworkx, a cloud-based workforce management solutions pro… [ Read More ]
10/03/2014

Diligent Named Finalist for Peer Awards for Excellence

Diligent, a company that claims to be the creator of the world's most widely-used board portal was recently named a category finalist in The Independent's U.K. 2014 Peer Awards for Excellence. The company was among the top three in the customer service category in the Customer Engagement Peer Awards. [ Read More ]
10/03/2014

Bright Horizons Contact Center Recognized Again by BenchmarkPortal

Bright Horizon Colorado contact center recognized for excellence for fourth year in a row. [ Read More ]
10/03/2014

Talbots Chooses Omni-Channel CloudBlu from Cameo Global to Enhance Customer Experiences

U.S. retailer Talbots turns to CloudBlue for omni-channel capabilities. [ Read More ]
10/03/2014

Sitel to Strengthen Staff at Oak Ridge Facility

Sitel adding positions at Oak Ridge,TN facility in support of loan acquisition provider. [ Read More ]
10/03/2014

New California Contact Center Will Help with Insurance Enrollment Wait Times

Additions to Sacramento contact center to handle Covered California healthcare traffic increase. [ Read More ]
10/03/2014

Biztec Migrates Hundreds of Clients to AVOXI Core

Biztec Consulting believes that 'Communication is a two-way street' and views its clients as partners with whom it can build long term, collaborative relations. Keen on providing advanced features and increased functionality, it migrated clients to AVOXI Core. [ Read More ]
10/02/2014

Omnichannel Business Strategies Report Higher Sales Rates, but Require Total Integration

Omnichannel businesses - that is, those businesses with dedicated customer strategies for storefront, mobile and desktop Internet sales opportunities - are growing in number and popularity. By having access to customers from multiple platforms, consumers have more immediate access to products if they want them. A new report from LCP Consulting seems to confirm that omnichannel techniques helped retailers grow between 10 and 20 percent over the last year. [ Read More ]
10/02/2014

3CLogic and IntelaCloud Combine on Integrated Hosted PBX and Cloud-based Contact Center Solution

3CLogic and IntelaCloud offer single cloud-based solution combining hosted PBX and contact center capabilities. [ Read More ]
10/02/2014

Plantronics Unveils New High Performance Headsets and Digital Processors

Plantronics news headsets and digital audio processors design to improve agent and customer experiences. [ Read More ]
10/02/2014

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Construction Equipment Company Uses Call Center Solution to Improve Customer Experience

A construction equipment company with several offices across two states has used a call center solution developed by AVOXI to improve customer experience and allow the different offices to function as if they were one. [ Read More ]
09/30/2014

Georgia Town Getting New Tandem Call Center

With the trend continuing of more and more call center jobs coming backto the United States, more and more states are reaping the benefit. One particular state seeing an increase in new jobs is Georgia. Late last week, the Americus Times Recorder reported that the Americus-Sumter Payroll Development Authority (PDA) is opening a new call center. The new center is housed in a freshly remodeled building located on the town's Industrial Drive. The center will have a number of different companies sha… [ Read More ]
09/29/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014

Capgemini Report Finds Digital Consumer Engagement is Important and Growing, Questions Role of Social Media in Shopper Journeys

There is a constant drumbeat in support of omni-channel experiences when it comes to retailers looking to use the latest technology to seamlessly integrate the physical and virtual worlds to provide shoppers more compelling experiences. This is certainly an inexorable trend, but according to the release of the second edition of consulting firm Capgemini global report on such matters, "Digital Shopper Relevancy Report", there are some surprises that retailers literally and figuratively need to ta… [ Read More ]
09/26/2014

Selecting the Right Contact Center Solution Takes Work

Managing the customer service division of your company often falls under the umbrella of the contact center. Whether this is managed in-house or through a third party provider, the point is to optimize the interaction between the company and the customer. [ Read More ]
09/26/2014

Growing Call Center Careers in the Philippines are Attracting Expatriates Back Home

Inhabitants of the Philippines are well-known for their linguistic diversity, with the country having changed hands between British, Spanish and Japanese ownership before becoming independent in 1946. As such, call centers in the country are often very effective due to the easy access to several languages. This has caused rapid growth in the Philippine call center industry over the past few years, aided by improved cloud-based call center services, and is so successful that many expatriates who … [ Read More ]
09/25/2014

Qantas is Mired in Call Center Job Controversy

Qantas, an airline provider in Australia, has been in the midst of a controversy surrounding its call center jobs. This company had call center operations in the cities of Melbourne and Brisbane in mainland Australia and minor operations in the city of Hobart in Tasmania. [ Read More ]
09/25/2014

Listening to Your Customers: The Key to Omni-Channel Consistency

The Interactive Advertising Bureau reports that U.S. mobile advertising last year tripled to $7.1 billion. This stands to reason, since well over half (58 percent) of Americans own a smartphone. And according to data compiled by Google, 90 percent of people move between devices-including smartphones, tablets and PCs-to achieve a goal. That includes making a purchase. [ Read More ]
09/25/2014

Essential Steps for Providing a Great Cross-Channel Customer Experience

Customer communication preferences have changed significantly in recent years, leaving businesses with the challenge of managing an array of new service channels. Usage of web chat, SMS, social media, e-mail, mobile services, and web self-service have risen dramatically. In fact, according to a recent global survey conducted by Dimension Data, the majority of millennial consumers prefer web chat to the phone for service interactions, and generations Y and X are not far behind. [ Read More ]
09/25/2014

Can the Cloud Call Center Help You Divert Risk?

In every business, there is always a level of risk. For the owner or business leader, their level of risk tolerance will often dictate decisions moving forward. It will also contribute to the decisions made on implementing new processes, launching new initiatives and engaging new partners. If the business is in the call center space, there are several considerations when it comes to risk. [ Read More ]
09/24/2014

Are You Effortlessly Engaging Your Customers?

What do you consider the best customer service experience? If you ask the same question of the person sitting next to you - will you both have the same answer? [ Read More ]
09/24/2014

Cloud Based Contact Center Market Worth $10.9 Billion by 2019

For anyone who is in the contact center solutions business, you are aware that the most important industry trend globally is the move of customer experience solutions to the cloud. Whether it be by your company to a private, public or hybrid cloud, or the decision is to use an outsourcer, the trend to take advantage of the cloud for next generation customer interactions is transforming customer experiences and is poised to be the dominant way in which such interactions are conducted in the futur… [ Read More ]
09/24/2014

Apple Customer Service Call Centers Flooded Immediately After iPhone 6 Launch

Apple phones may be designed for ease of use, but the new iPhone 6 may not be as intuitive as Apple originally expected. On the day that the iPhone 6 launched, Apple's customer service call centers were quickly overwhelmed by the extremely high call traffic, which only increased as time went on. While callers can usually expect to reach Apple customer support within 3 minutes of calling, several customers had to wait up to 20 minutes before speaking to an agent. [ Read More ]
09/24/2014

HGS Pembroke Named Contact Center of the Year by ORCCA

Hinduja Global Solutions (HGS) Limited's Pembroke, Ontario, site recently received the Contact Center of the Year award from the Ottawa Regional Contact Center Association (ORCCA). The award winners, which were announced earlier this month, were recognized for employee engagement, personnel development, quality assurance and customer satisfaction program. [ Read More ]
09/23/2014

Collection Advisor Magazine Names Interactive Intelligence among its 2014 Top Collection and Dialer Solutions

For those in the collections business, one of the top concerns is assuring that agents have the ability to efficiently and effectively be able to reach those who they a seeking payment from. To this end, have the right tools available to agents is critical. This is particularly true when it comes to having the best software available to streamline business processes and have an enhanced view of activities along with a high-quality predictive dialer for facilitating customer engagement. [ Read More ]
09/23/2014

Recognizing Waste in Call Center Solutions

Call centers are an important component of an organization as it continues to grow. While it is not absolutely necessary for small companies, they are essential in order to give the consumer a platform in which they can address any issues they have about the products and services purchased from the organization. Even though there is a unanimous consensus regarding the benefits of having superior customer service, companies are reluctant to fund call center operations. It is therefore very import… [ Read More ]
09/22/2014

Watermark Consulting Study Reveals Business Value of a Great Customer Experience

For several years we have all heard how improving the customer experience has become a top priority of C-levels around the world, and that in a world of commoditization it is key to creating long-term sustainable competitive advantage. While this has been gospel for obvious reasons, it is always nice to have validation in the form of some statistics. This is precisely what customer experience advisory firm Watermark Consulting has done with its recent analysis of stock market returns which found… [ Read More ]
09/22/2014

British Telecom Launches Cloud Contact Center Platform in Spain

In the past, the CAPEX and OPEX expenditure of opening a contact center made it almost impossible for small organizations. However, today cloud technology is making it possible to establish a wide range of businesses including contact centers without much capital as long as the broadband infrastructure is available to deliver the service. British Telecom (BT) announced the launch of its cloud-based contact center system in Spain that has the capability of scaling from 50 to more than 1,000 seats… [ Read More ]
09/22/2014

Stalag Call Center?

I started thinking about Stalags a few weeks ago when I checked into a hotel with my wife. I pointed out a large call center across the street and my wife asked, "How do you know it is a call center? I don't see any signs saying that!" Her question hit me like a Mack truck. How did I know it was a call center? Were there any real clues or was I just clairvoyant? [ Read More ]
09/22/2014

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Xerox Bringing 1,000+ Call Center, Other Jobs to Kentucky

When it comes to the call center world, the growing trend for the market is for companies to return to the United States. Xerox is just one of the companies moving its call center operations back to the U.S. [ Read More ]
09/18/2014

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014

Alliance Data Retail Service Brings 200 Call Center Jobs to Coeur d'Alene

Coeur d'Alene sounds like a city located somewhere in the French Riviera or a village in the Swiss Alps, but it is in Idaho. However, it is a resort town and the picturesque city looks like it could belong in any of those locations and feel right at home with its 25-mile long Lake Coeur d'Alene, the mountains and lush forest. This might be one of the reasons Alliance Data Retail Service established a 44,500 square-foot facility in the city, which is slated to open soon with an initial hiring of … [ Read More ]
09/17/2014

New TSYS Contact Center to Open in Georgia

Columbus, Georgia-based credit card and payment processor TSYS has announced they are making preparations to open a new contact center in McDonough, Georgia. The new contact center, located near Atlanta, is expected to open positions for up to 450 employees. [ Read More ]
09/17/2014

Omni-Channel Success: It's All About the Data, and the Process

Research has shown that providing detailed product information helps customers make buying decisions more quickly, and retailers and brands are making efforts to capitalize on that. Whereas a few years ago, product listings may have included price, one or two photos and a basic product description, today's product information includes detailed, keyword-rich descriptions for SEO, additional photo views, videos, product comparisons, "people who bought this also bought" recommendations, warranty in… [ Read More ]
09/16/2014

Call Centers in Philippines Concerned with Talent Pool and Attrition

A recent study concerning call centers in the Philippines suggests that companies in the region fear that their talent pool is drying up and that employee retention continues to be a large problem in the industry. [ Read More ]
09/16/2014

The Patient Engagement Revolution: The Role of the Contact Center in the Middle East Healthcare Industry

Healthcare providers in the Middle East and Africa will spend $2.8 billion on IT products and services in 2014 - an increase of 2.8 percent over 2013, according to the latest estimates from Gartner. With spending expected to be concentrated on areas like building patient databases, mobile health, and preventive and diagnostic healthcare technologies, there is a dire need for healthcare providers to invest in patient engagement technologies. [ Read More ]
09/16/2014

The Waiting is the Hardest Part, But That May Change for Metropolitan Utilities District

Like the song says, the waiting is the hardest part, at least that seems to be the case at Omaha's Metropolitan Utilities District's (MUD) contact center. But the hardest part may be on the way out as the contact center looks to ramp up its level of service with a particular eye on shortening wait times for users to get access to service. [ Read More ]
09/16/2014

iQor Announces Plans to Expand Dasmarinas, Cavite Call Center

iQor, a global provider of business process outsourcing and product support services, has announced its plans to add 65,000 sq. ft. of area to its existing Dasmarinas, Cavite call center. [ Read More ]
09/15/2014

New Call Center Hiring in New Mexico

In Rio Rancho, New Mexico, S&P Data is adding 425 jobs to its call center in that city. The good news is the jobs that are going to be coming to town will be well-paying, with an average salary of around $38,000 plus benefits. [ Read More ]
09/15/2014

Florida Credit Union Services Company Hosts 'Knockout' Brainstorming Event

Credit union services provider St. Petersbur, FL-based PSCU kick starts innovation with "Knockout" event. [ Read More ]
09/15/2014

Schneider Electric Adopts SDL to Deliver Personalized Customer Service

Schneider Electric uses SDL Customer Experience Cloud to deliver localized and personalized experience globally. [ Read More ]
09/15/2014

Fahrenheit Automobiles Selects Drishti-soft to Improve Customer Service

SKODA Auto 3-S dealership in India,Fahrenheit Automobiles, Selects Drishti-soft to improve customer service. [ Read More ]
09/15/2014

Contact Center Solutions Week in Review: Cloud versus Premises TCO

The headline for the Contact Center Solutions Community week in review kind of sums up one of the biggest top of mind issues in the community. As more and more organizations evaluate moving contact center functionality in whole or in part to the cloud, if you will pardon the expression the total cost of ownership (TCO) calculations can be cloudy. It is why the first item is intended to draw your attention to a September 30, 2014 webinar, How Moving Your Contact Center to the Cloud Eliminates Ris… [ Read More ]
09/13/2014
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!