Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews - Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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Call Center Week - Reviews and Interviews - Part II

One of the key measurements of success in any contact center environment is achieving a higher level of customer satisfaction. Businesses are increasing their use of sophisticated knowledge management tools, behavioral analytics, and contact center technologies to better engage their customers while improving agent performance and productivity.  Companies are seeking solutions that offer ease of implementation, flexibility and the potential for rapid ROI.  In this report on emerging...

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Call Center Week - Review and Interviews - Part 1

Call Center Week, widely recognized as one of the industry’s most comprehensive educational and product information events, continued its pattern of growth in 2014.  The event took place in Las Vegas June 9-13, with approximately 1,500 call center professionals, including experts from more than 150 exhibitors gathering at the Mandalay Bay Resort and Casino to exchange ideas, explore emerging technologies, hear from leading authorities, and discuss what’s working in contact centers across a broad...

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3 Technologies to Improve the Call Center

Accomplishing more with less - both less time and less money - is the key to running a successful call center. Fortunately, there are many technologies that can help your call center to achieve more productivity in a reduced amount of time while costing less money overall. There are two steps to this process: utilizing your current tools smarter, and investing in technologies that will improve service.

1. Call-Back

Decreasing or even eliminating hold times is on every call center’s list of high...

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inContact Ups the Game in Contact Center WFO with Acquisition of Uptivity

In a bold move to increase its already substantial presence in the marketplace, contact center software/agent optimization tools provider inContact has announced the acquisition of WFO specialist Uptivity. Based in Columbus, OH, Uptivity (formerly known by its still-official business name CallCopy Inc.) provides a complete mid-market WFO suite which encompasses speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and...

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5 Fresh Customer Service Strategies

Do you want your customers to think of your business as a breath of fresh air? The trick to providing “original” customer service is upgrading 'older' ideas and actually carrying through on them.

1. Resolve Customer Problems at Their First Point of Contact

In theory, a chain of command makes sense, but being passed along to various representatives is frustrating to say the least. Authorize your customer service reps to solve problems. Live chat, virtual characters, and virtual call-back support is...

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Lose a Customer, Keep a Customer - Real Life Experiences with Good and Bad Customer Service

The difference between losing a customer forever and gaining their loyalty can be as simple as the service they receive. Within just a few days, I experienced both terrible and stellar customer service. Here are three examples of extreme customer service.

How to Lose a Customer

Reports about poor airline service aren't rare. I'm generally of the mind that a flight that gets you from point A to point B safely is a good flight. However, a couple of recent experiences with United and Frontier made me...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Your Personal Interaction Analytics Dictionary

Have you ever needed to buy a new computer, and thought you were pretty confident you could select one because you knew you wanted a 17” laptop, preferred a PC over a Mac, needed it to be compatible with a certain type external hard drive and would use it to suit your work and your kid’s gaming needs? So you march into your nearest electronics store sure that information would be enough to make the choice clear. However, when you get there, that isn’t the case. No problem, you’ll seek out the...

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

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...

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SpeechTEK/CRMEvolution/Customer Service Experience Review - Part II

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...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

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...

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What's New at Call Center Week 2013

 

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...

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