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Many call centers in emerging markets are making the migration from legacy voice and data communications to VoIP platforms as a means of obtaining a much wider range of features that can increase productivity, reduce costs and lead to more efficient and effective management. |
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Thursday, 29 March 2007 |
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A look at new applications introduced throughout 2006 reveals that leading telecommunications vendors were focused on the contact center environment. |
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Friday, 23 March 2007 |
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According to research released, 57 percent of UK companies offer little or no web self-service, resulting in lost revenues and declining customer satisfaction. |
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Thursday, 22 March 2007 |
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Today's consumers are poised for fast- fingered activity -- punching in social security numbers, account numbers and other information -- while in queue on a typical call to banks, electric companies and the like. After what seems like an interminable wait, finally (phew!) a live agent answers ... only to immediately ask for the exact same information! Welcome to 21st century contact center customer service! |
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Tuesday, 20 March 2007 |
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By using a hosted or on-demand contact center system, you can quickly set up your own overflow call center -- either at your current premises or offsite. This scenario offers many benefits, including the ability to provide a disaster recovery plan should the special occurrence be a disaster that affects your call center. |
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Monday, 19 March 2007 |
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Proper measurements lead to improved CRM. However, too many measurements, or too few mean failed CRM, according to an industry analyst . |
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Thursday, 15 March 2007 |
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While most businesses and organizations took the time to properly prepare for the early onset of daylight saving time this year, the time change managed to put a hiccup in some systems, disrupting customer care. A mishmash of patches in place and not in place likely caused some other oddities. |
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Wednesday, 14 March 2007 |
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Traditionally, retailers have been reluctant to invest a portion of their budgets in technology that can help organize and grow their businesses, claiming there was no guarantee that long-term benefits would outweigh the hefty initial costs. However, competition and more affordable and sophisticated offerings have spurred retailers to think twice before saying no. |
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Wednesday, 21 February 2007 |
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Although we did a great job updating our technology with online banking and remote deposit, rewards programs and customer security initiatives, we finally realized that changes in technology were not going to drive sales and profits. We finally realized that our future success was directly dependent on helping our customers succeed financially. |
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Tuesday, 13 February 2007 |
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The shortest distance between a human voice and another on the phone used to be, dial a number and you are in. But these days there's nothing quick about talking to a real person especially when it comes to most businesses. |
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Monday, 12 February 2007 |
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