Already spent millions on premise-based solutions but still need
more? Hosted solutions can help.(VOLTDELTA HOSTED SOLUTIONS)
"Hosted solutions" is the latest revolution in contact
center technology and it seems that every technology and provider has at
least some hosted offering and contact centers have been . . .
Study recommends contact center self-assess to ensure optimal
hiring practices.(From The Analysts' Desks)
Hiring in the contact center industry is one of the most daunting
tasks as it is layered with high costs, high probability of attrition, a
specific desired skill set for a job that can be both . . .
Contact center study identifies strengths and weaknesses.(From
The Analysts' Desks)(Report)
A common theme throughout commercial enterprises is the emphasis
placed on quality customer service and maintaining customer loyalty. At
present, communication and financial services companies are . . .
Qualitative improvement: how call center managers can influence
their companies.(Listen and Learn)
When I visit call centers, agents and managers often share with me
why they have chosen careers in customer service. The reasons agents
cite often include flexible hours, opportunities for career . . .
Customer Interaction Solutions TMC Labs Innovation Awards
2008.(AWARDS & Recognition)(Company overview)
This is our ninth installment of the TMC Labs Innovation Awards
recognizing the truly unique and innovative products and services within
the call center industry. We proudly bestow a TMC Labs . . .
Get ready for Canada's new telemarketing regulations
(eh?).(Compliance Desk)
On September 30, 2008, Canada will flick the switch on a
long-anticipated new set of tougher telemarketing regulations including
a national Do Not Call (DNC) list and calling hours, backed up . . .
Maximizing agent productivity with Closed-Loop
Coaching.(SOLUTIONS)
In today's challenging economy, contact center managers are
expected to meet seemingly impossible demands and are pulled in multiple
directions by conflicting priorities. The executive team demands . . .
Contact center recording: more than Logging
calls.(WORKFORCE)(Company overview)
Call recording used to be about taping, utilizing, and archiving
calls to obtain better performance from agents or in case there is a
customer issue and the information is needed to resolve the . . .
Infocision: the highest quality call center company in the
world!(SOLUTIONS)
Customer Retention
We all know it is much more expensive to acquire a new customer
than to retain an existing one. In fact, studies indicate that it is
somewhere between six and ten times more . . .
Adding value to business process outsourcing.(CRM, BPO &
Teleservices)(Company overview)
These are, to cite the old Chinese curse 'interesting
times' for organizations seeking to outsource their contact center
services and for business process outsourcers (BPOs) alike. That is
because . . .
The SaaS market: as bad as Larry Ellison says?(CRM, BPO &
Teleservices)(software as a service)(Oracle Corp.)
In a recent earnings call, Oracle founder Larry Ellison
"dissed" the SaaS industry, calling it a laggard that
isn't really living up to the hype. "If you look at the
leader, Salesforce.com, they . . .
PCI compliance.(from the TMC net [TM] BLOGS)(Payment Card
Industry Data Security Standard)(Brief article)
In his "On Rad's Radar?" blog, Peter Radizeski of
RAD-INFO, Inc. writes:
PCI DSS is like HIPAA in a lot of ways: buzz but no one has a
handle on it. There's more myth than fact, but who is going . . .
End of line for toll-free numbers?(from the TMC net [TM]
BLOOS)(New Jersey. NJ Transit Corp.)(Brief article)
In his Readerboard blog, Customer Interaction Solutions'
Brendan B. Read writes:
July 31 was the 'last run' for the toll-free number
connecting New Jersey Transit, the third largest transit . . .
The IP-PBX energy wars ...(from the TMC net [TM] BLOGS)(Brief
article)(Column)
In his VoIP and Gadgets Blog, TMC CTO Tom Keating writes:
So today I get a new report from the Tolly Group stating that the
ShoreTel Unified Communications system is significantly more . . .
Contact center and service provider similarities.(from the TMC
net [TM] BLOGS)
In his VoIP blog, Rich Tehrani writes:
I have been seeing an interesting trend in the communications
space. In the last 2-3 years, more and more companies who used to focus
on service providers . . .
SoundBite intros new collections platform.(NEWS)(SoundBite
Communications)(Brief article)
SoundBite Communications has released a new product, Intelligent
Communications Platform for Collections. It incorporates field-proven
technology to help organizations maximize profits, accelerate . . .
Comm, financial services better at customer service:
study.(NEWS)
A study commissioned by Genesys Communications Laboratories
revealed that communication and financial services companies are doing a
better job at using customer service as a strategic . . .
South African contact center industry: will growth match
goals?(NEWS)
South Africa's outsourced contact center industry is
experiencing the growth, but it may not reach the government's
target. A study by Frost & Sullivan predicts the total number of
outsourced seats . . .
Toshiba debuts largest-ever Strata CIX IP switch.(NEWS)(Brief
article)
Toshiba has unveiled the newest and biggest member of its family of
Strata CIX IP-enabled switches, the Strata CIX 1200. Its main features
include 1,152 ports, networking with up to 128 sites, and . . .
Diamond resorts international selects noble.(NEWS)
Diamond Resorts International has selected Noble Systems
Corporation's Noble Solution for blended inbound and outbound
contact management in its new 177-seat membership sales and service
center. . . .
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