Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.
Empirix At a time where companies are making major...continue reading this post »
While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.
Several conference sponsors discussed their plans and reported on their progress:
Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...continue reading this post »
A couple of weeks ago, Aberdeen Group’s Omar Minkara wrote about the risks of call recording in the contact center, offering tips to help ensure PCI DSS (Payment Card Industry Data Security Standard) compliance. He raised some critical issues, ones that anyone involved in the contact center should not only be aware of – but vigilant in protecting against.
Call recording, as a critical element of contact center Quality Assurance programs, provides cloud-based contact centers the ability to...continue reading this post »
Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries. Multi-channel solutions, analytics, voice of the customer measurement, mobile...continue reading this post »
Analyzing business calls to find the “voice” of customers is becoming standard business practice among companies of all sizes and industries, and within contact centers. More and more, simply recording calls and monitoring a sample with a goal toward “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base. Business owners and managers are realizing that the conversations taking place...continue reading this post »
Contact centers that handle credit card transactions face considerable risk from compromised customer payment card data. Organizations put themselves in financial peril if they fail to secure payment card data, resulting in monetary penalties and loss of business due to negative publicity. This focused CallCopy white paper provides critical details on how to comply with Payment Card Industry Data Security Standards (PCI-DSS) v2.0. Learn how PCI affects call...continue reading this post »
To the harried managers of a modern high-octane commercial contact center, it might seem like nothing could be more urgent than squeezing every last drop of efficiency and productivity out ofoperations. But they would be wrong.
There is an environment in which the stakes are higher, where delivering top-notch “service” is a number one priority for the organization. That is in the public safety sector, where callers are people in intense distress...continue reading this post »
To the harried managers of a modern commercial contact center, it might seem like nothing could be more urgent than squeezing every bit of efficiency and productivity out of operations. But they would be wrong. There is an environment in which the stakes are higher, where delivering top-notch “service” is an organizational number one priority. That is in the public safety sector, where callers are people in intense distress and the dispatcher is literally providing them a lifeline. Public...continue reading this post »
I'm the new kid on the block here at CRMXchange,but since I've been involved in customer-related issues since the prehistoric days when CTI was the golly-gee tecnhology and it was still acceptable to use the dreaded 'T" word to summarize the industry as a whole, I'm not all that new and hardly a kid.
I've seen the terminology migrate from customer service to customer care, to customer relations management--before it became the acronym we now all know and love. But the growing demand for immediate...continue reading this post »
The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’. Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers want to connect on their own terms with the channel that suites them best. Vendors are attempting to respond to the customer’s needs with a variety of new solutions. Below is a recap of exciting technologies and solutions that were at the event.
360'CRM is a full spectrum CRM...continue reading this post »
The following are some more information on the vendors who attended the IQPC event. AnalyticsFor companies frustrated with isolated or disparate data sources, 360'CRM's latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner. InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates...continue reading this post »
The current legal landscape for call recording consists of numerous state and federal laws, along with industry mandates. These rules and regulations have been written primarily to protect individual rights to privacy and to protect individuals and businesses from fraud and abuse.It is useful for contact center managers, among others, to have a common resource that offers useful guidance on best practices necessary to achieve and maintain both compliance and verification. “Call Recording and the...continue reading this post »
The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services.
We traveled the exhibit hall. Below are some vendor highlights.
Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology...continue reading this post »