Contact Center Solutions Featured Articles

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

Customer Experience Management Market Worth $8.39B by 2019

For several years, report after report has highlighted that fact that C-levels around the world have made improving the customer experience a top priority. What executives have come to appreciate is that in a world where the Internet has given buyers more perfect information about their purchasing options, and where the competition is only a click away, differentiated value is increasingly going to be driven by how the customer feels about the buying experience and less on the basis of price. [ Read More ]
09/12/2014

Quantifying the Unquantifiable: What Cost Comes with a Data Breach?

Two studies look at the cost of data breaches but both highlight that contact centers need to be fortified. [ Read More ]
09/12/2014

Mutare Unveils Secure Mobile Chat to Enhance Customer Experiences

In short, companies need to keep up with how customers wish to interact and transact or suffer the consequences. It is why so much attention is now being paid at the highest levels of organizations on assuring that contact centers really do cover in a compelling manner all potential customer touch points, and why the contact center is getting a much deserved makeover. [ Read More ]
09/12/2014

eBay Looking to Hire 1,000 Employees for Wisconsin Call Center

eBay is bringing in a number of different customer service employees just in time for the Holiday season. With the fall season upon us yet again, more than one company is going to be looking to add people to handle the winter rush. The announcement of the iPhone 6 might even be the unofficial start of the shopping year. eBay Enterprise is a company that partners with a ton of different retailers in an attempt to help with the advertising. [ Read More ]
09/12/2014

Current Marketing Technology Fails to Retain Customers says Survey

Forbes Insights and Sitecore survey finds executive are unhappy with marketing tech when it comes to customer retention. [ Read More ]
09/12/2014

Fusion and Technology for Business Corp. Sign Exclusive Agreement

When we look back at what the biggest trends were in 2014 in the contact center solutions community there can be little doubt that topping the list will be the momentum moving to the cloud has gathered. This has been true globally and it cuts across all organization sizes and industry verticals. In fact, maybe the community should adopt a tagline that is something along the lines of "The Cloud and Contact Centers, Perfect Together!" [ Read More ]
09/12/2014

NewVoiceMedia Hires New Partner Manager of North America

Industry veteran Jonathan Judd recently joined NewVoiceMedia, a provider of cloud contact center solutions, as Partner Manager of North America. [ Read More ]
09/11/2014

Businesses are Appreciating Callcenterpros' New, Intuitive 'Third Party Verification' Services

CallCenterPros, a provider of turn-key outsourcing solutions for the call center market, recently announced that its newly launched "Third Party Verification" Services have garnered warm responses from U.S. businesses. This wide acceptance of the service is reflective of the growing significance of third party verification service in a fast-paced world, where customers often prefer to complete transactions over phone. [ Read More ]
09/11/2014

Call Center Company Laurus International Hosting Job Fair for Thousands of Positions

A new report says Puerto Rico's prominent call center company, Laurus International, is organizing a job fair in the town of San Juan de la Maguana. [ Read More ]
09/11/2014

Getting the Cloud v. Premises Total Cost of Ownership Correct

There is nothing new about using Total Cost of Ownership (TCO) calculations for IT purchases, or is there? [ Read More ]
09/11/2014

Growth is Good: Xerox Hiring 200 Agents at Arizona Call Center

Xerox is hiring 200 temporary customer care representative for its Tempe, AZ, call center. This will bring the total number of employees in its two Arizona facilities to 900 when the new workers are hired. [ Read More ]
09/09/2014

US Mint to Launch New Online Retail System

The U.S. Mint has announced that PFSweb will be spearheading an overhaul to its Order Management System that the organization hopes, in the end, will remedy some problems found in the current system. [ Read More ]
09/09/2014

STARFACE, jtel Offer Integrated Call Center System

The German VoIP provider STARFACE has announced that it has partnered with jtel to offer a call center solution. [ Read More ]
09/08/2014

Staples Improves Omni-channel Experience

Staples integrates in-store and online to enhance the customer experience and make transactions simpler. [ Read More ]
09/08/2014

Speed Commerce Welcomes New Vice President of Global Sales and Marketing

Speed Commerce names industry vet Mark Steele VP Global Sales and Marketing, as company looks to expand globally. [ Read More ]
09/08/2014

Teleperformance Hiring 750 Call Center Employees for New Kentucky Facility

Teleperformance U.S.A, a key player in the multichannel customer experience management space, is looking to hire 750 customer care agents at its newly opened Louisville, Ky., facility. [ Read More ]
09/08/2014

Contact Center Solutions Week in Review: Interactive Intelligence and Delivering Superior Customer Experiences

It may have been a short week in the U.S. because of Labor Day, but there was no shortage of news and insights in the Contact Center Solutions Community. In fact, typical of recent weeks the community continued to demonstrate its robustness in terms of innovation and global importance. [ Read More ]
09/06/2014

Contact Center Solutions Week in Review: Interactive Intelligence and Delivering Superior Customer Experiences

It may have been a short week in the U.S. because of Labor Day, but there was no shortage of news and insights in the Contact Center Solutions Community. In fact, typical of recent weeks the community continued to demonstrate its robustness in terms of innovation and global importance. [ Read More ]
09/06/2014

tekVizion Labs SIP Interoperability Certification Service added to Interactive Intelligence Global Alliance Program

Customer experience solutions provider Interactive Intelligence has an active and impressive Global Alliance Program. This is a technology partnering program whose purpose is the building and expansion of an ecosystem of value-add solutions and relationships. [ Read More ]
09/05/2014

Presence Technology launches the 'No limits Contact Center Technology' in Colombia

Just because a person has physical challenges does not mean they should be unable to be employed to provide compelling customer experiences as contact center agents. In fact, this is a global challenge/opportunity for contact center solutions providers. It is illustrated by the recent announcement that Presence Technology is the first contact center solutions provider in Colombia to integrate with JAWS (Job Access with Speech), screen reader for visually impaired people. [ Read More ]
09/05/2014

R-Group International now Interactive Intelligence Elite Partner

Customer experience solutions provider Interactive Intelligence for the past few years has been actively expanding its international reach through a combination of expanding the number of vibrant local and regional channel partners, and even acquiring some based on unique market circumstances. As reported in a posting on the website CSO the company has added Perth, Australia-based R-Group International as an Elite Partner in the growing market "land down under" market. [ Read More ]
09/05/2014

Call Center Headsets: Picking the Right Tool for the Right Job

The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear. [ Read More ]
09/04/2014

New Contact Center App Enriches Communication for Businesses and Consumers

The widespread use of mobile technology has helped the development of an "apps culture" made of applications that not only provide some form of entertainment, but that also can help consumers and businesses find information they need to accomplish tasks. For this reason, many of these apps may already appear on mobile devices by default, and more are being added every day to rich communication suites to meet growing mobile enterprise demands. [ Read More ]
09/04/2014

transcosmos, Oracle Japan and INTEC Team Up To Deliver Omni-Channel Customer Support

One of the recent customer support trends involves integrating social customer support with the traditional support channels. Rising a step further, transcosmos has introduced a support solution that is uniquely designed to achieve two goals-ensure end user convenience and improve contact center efficiency. This Omni-channel Support Service from Transcosmos reportedly combines Oracle Service Cloud and INTEC's Call Crayon" Customer Contact Enhancement Solution. [ Read More ]
09/03/2014
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!