What strategies does your company have to retain its customers? In most cases, your response will include a variation of employing the use of a proactive relationship management system as well as outstanding customer service. But, is your company keeping up with the expanding virtual world while constantly meeting increased customer expectations? Mobility has become a necessity for companies, employees and customers, alike, and virtual contact centers have evolved to assist companies in...continue reading this post »
Quality assurance is a significant component of every product and service to ensure continuous success of the business. However, ensuring that customers are receiving outstanding service from contact center agents can be a cumbersome responsibility.
The first step begins at the hiring and training stage. Evaluating potential candidates for essential customer service skills can be assessed through a readiness questionnaire or workforce tools to ensure interviewees are highly motivated and...continue reading this post »
By Tim Pickard, NewVoiceMedia’s SVP Marketing
We’re pleased to report that NewVoiceMedia has been selected to provide the service telephony at salesforce.com’s Dreamforce conference, the world’s largest vendor-led technology event.
Our market-leading cloud contact centre solutions, which integrate seamlessly with Salesforce to deliver a personalised and unique customer experience, will be used by Salesforce support agents in Dreamforce’s Live Customer Engagement Centre, located in the Expo...continue reading this post »
September 6, 2013
The Payment Card Industry Data Security Standards Council (PCI DSS) is an open standard established to protect consumers against fraud when electronically transmitting personal information. Contact centers of all sizes and across multiple industries use PCI DSS certification to ensure a safe cardholder data environment.Compliance is Sometimes Easier Said Than Done
For enterprises, however, compliance is sometimes easier said than done. This is due to the fact that many...continue reading this post »
In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.
Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3. The business application software supplier is...continue reading this post »
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 »
SpeechTEK/CRMEvolution/Customer Service Experience Review #1
In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...continue reading this post »
August 13, 2013
Disasters can arise anywhere, at any time. And now, we are now in the middle of hurricane season—with an estimated 20 storms predicted to pummel the Atlantic states throughout the summer and fall.
Most executives shudder at the thought of what would happen in the event that a data center shuts down for even a few seconds because of a natural disaster; that’s because during these critical times your customers often depend on you the most to be available whenever and wherever they...continue reading this post »
August 8, 2013
The agents in your contact center likely record every customer conversation. However, while this helps to provide the best customer service possible and to meet financial regulations in some industries, it presents a serious issue related to the storage of sensitive personal data, like credit card information. In order to protect that confidential data, your company must therefore follow the Payment Card Industry Data Security Standard (PCI DSS).
Recent research indicates that...continue reading this post »
July 19, 2013
While we can appreciate conclusions from various consultants and bloggers on No Jitter that many cloud-based vendors have an “emerging-technology premium price” for their services, we think the hypothesis that all cloud services have a higher TCO is far too broad (see Total Cost of Ownership in 2013). Dave Michaels recently followed up and does an admirable job of addressing many of the issues with TCO comparisons (The Pitfalls of TCO). While UCaaS and disparate configurations...continue reading this post »
As organizations with contact centers face increasing competition and impacts of market forces, they need to find new and better ways to improve their customers’ experience and satisfaction that strengthens loyalty and promotes their continued success in the marketplace.
Applying speech analytics increases multifold the ability to quickly uncover customer insights and identify at-risk customer issues and complaints, prevent costly high-impact incidents, such as defective or infectious product...continue reading this post »
Is your vendor capable of delivering uptime and support after the high intensity deployment and then over the long haul? That’s a big question for those responsible for selecting a vendor for a hosted contact center or IVR solution. You’ve read the vendor’s literature, evaluated several solutions, met with the various sales and technical teams from each vendor and made your selection. Everything seems to be in place. Even the deployment went smoothly!
But, what happens after the initial...continue reading this post »