LiveOps releases Summer 08.(CUSTOMER INTER@CTION NEWS)(Brief
article)
www.tmcnet.com/2270.1
LiveOps has updated its on-demand contact center platform. The new
version, Summer 08, has several new features including the ability to
create customized, real-time . . .
Salesforce releases Salesforce Summer '08.(CUSTOMER
INTER@CTION NEWS)
www.tmcnet.com/2269.1
Salesforce.com's latest version of its flagship
software-as-a-service (SaaS) CRM application, Salesforce Summer '08
has several new features and upgrades. It now offers . . .
ESS launches CRM systems.(CUSTOMER INTER@CTION NEWS)
www.tmcnet.com/2268.1
Enterprise Software Systems (ESS) has launched a new customizable
CRM solution, based on Microsoft's .NET code frameworks and
development, which will supply managed content . . .
Infocision expands manfield, Ohio contact center.(CUSTOMER
INTER@CTION NEWS)
www.tmcnet.com/2267.1
InfoCision Management Corporation has doubled the size of its
Mansfield, Ohio contact center, allowing the teleservices firm to hire
120 agents and supervisors to join the . . .
Research supports moue to multichannel contact centers.(CUSTOMER
INTER@CTION NEWS)
www.tmcnet.com/2266.1
A customer loyalty survey by Thunderhead revealed 61 percent of US
and UK consumers are actively considering switching insurance providers
in the next 12 months, with 63 . . .
Outdated working practices lose money for UK contact
centers.(CUSTOMER INTER@CTION NEWS)
www.tmcnet.com/2265.1
The UK's contact center industry, which is one of
Europe's largest, could be losing $200 million annually due to the
use of antiquated working practices, reports CosmoCom. . . .
Convergys to expand home-based agents.(CUSTOMER INTER@CTION
NEWS)(Brief article)
www.tmcnet.com/2264.1
Convergys plans to hire an additional 2,000 home agents in key
markets, including Florida, Georgia, Indiana, Tennessee and Texas by the
end of 2008; The teleservices firm . . .
Digital dialogue presents awards to contact centers.(CUSTOMER
INTER@CTION NEWS)
www.tmcnet.com/2263.1
Digital Dialogue, which provides contact center operations and
software solutions for credit unions, has honored two credit unions that
utilize the Financial Service Centers . . .
Monster to open S.C. contact center.(CUSTOMER INTER@CTION
NEWS)
www.tmcnet.com/2262.1
Online career and recruiting giant Monster will be opening a new
350-agent contact center in Florence, S.C. Monster had picked the
location for its developing high quality . . .
You don't know what P.Q.T. is?(Cartoon)
YOU DON'T KNOW WHAT P.Q.T. IS? HOW AM I SUPPOSED TO HELP YOU,
IF YOU HAVEN'T LEARNED ALL OF OUR ACRONYMS?
[ILLUSTRATION OMITTED]
[C]2004 By . . .
Dickinson adds Intervoice IP Contact Center.(CUSTOMER INTER@CTION
NEWS)
www.tmcnet.com/2261.1
Dickinson Financial Corporation (DFC) has selected the Intervoice
IP Contact Center (IPCC) solution to extend their current IVR
transactions to live agents. IPCC's built-in . . .
SER and VPI ink pact on UCC, WFO.(CUSTOMER INTER@CTION
NEWS)(Voice Print International)(Brief article)
www.tmcnet.com/2260.1
SER, which supplies contact management and speech analytics
solutions, will offer Voice Print International (VPI)'s workforce
optimization (WFO) solutions in SER's contact . . .
Envision signs pact with Diagenix.(CUSTOMER INTER@CTION
NEWS)(Envision Telephony)(Brief article)
www.tmcnet.com/2259.1
Envision Telephony, which provides analytics, e-learning,
performance management, and workforce management software solutions,
will see them delivered to more contact . . .
Mitel lauches advanced IP/UCC solutions for SMBs.(CUSTOMER
INTER@CTION NEWS)(Mitel Networks Corp.)(small-midsized businesses)(Br
www.tmcnet.com/2258.1
Mitel has launched several new products that address top
requirements for small-midsized businesses (SMBs) including messaging,
audio and web conferencing, mobile and remote . . .
DMA08 to offer customer acquisition, loyalty, marketing
insights.(CUSTOMER INTER@CTION NEWS)
www.tmcnet.com/2257.1
Contact center executives and those responsible for customer
relationship management (CRM) strategies may want to check out the
Direct Marketing Association's (DMA) DMA08 . . .
West launches home agent security environment.(CUSTOMER
INTER@CTION NEWS)(West Corporation)(Brief article)
www.tmcnet.com/2256.1
West Corporation has answered a key concern of teleservices clients
about having home-based contact center agents handling their programs,
namely how to protect their . . .
Turnover isn't necessary: why solving impossible problems is
possible if you don't settle for business as
usual.(Headset)
For more than twenty years we have been hearing the same sad story
about contact center workers: they are underpaid and underappreciated.
They leave at an unbelievably high rate, no matter what . . .
Los Angeles is setting a terrible precedent.(On The Line)
The American Teleservices Association tracks regulatory and
legislative activity closely at the statc and federal level. Sometimes,
policy makers create policy that makes sense, but more often than . . .
Making CRM software work for the whole business.(ONLINE
EXCLUSIVES)
Because Customer Relationship Management systems play such a
critical role in the success of today's business, the incorporation
of CRM software solutions throughout the entire business is . . .
Study recommends contact center self-assess to ensure optimal
hiring practices.(ONLINE EXCLUSIVES)(Brief article)
Call center hiring is one of the most daunting tasks as it is
layered with high costs, high probability of attrition, and a specific
desired skill set for a job that can be both challenging and . . .
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