October 07, 2014 When it comes to contact center , a new report says about 60 percent of consumers reported they’ve seen an improvement in the service since 2013. Yet despite these improvements, there are a couple of areas that still need attention, among which is the concern and frustration such as incompetent and inarticulate […]
Survey: Even Outsourced Centers Improving Read More »
October 03, 2014 By , TMCnet Contributor Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer’s question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While
Be Proactive in Building Valuable Customer Loyalty Read More »
October 03, 2014 Many companies today find it challenging to support their incoming customer communications. The nature of business today means that customers are coming at a company via multiple channels – the telephone, the Web site, e-mail, SMS, mobile apps, in-person and more. These customers expect fast resolution and a personalized customer support experience
Tips for Selecting an Outbound Contact Center Services Provider Read More »
Competition is so stiff that companies have to constantly re-strategize to even remain in the running- let alone getting an edge. Remaining connected to customers, understanding them and anticipating their needs is a large slice of the ever-evolving customer experience pie and Perficient is all set to showcase the much touted Oracle customer experience (CX)
Perficient Showcases Oracle CX, Cloud Capabilities at Oracle OpenWorld 2014 Read More »
The Feed Creator is a tool that you can use to create RSS feeds from webpages that do not provide their own feed. Couple this with WP RSS Aggregator and you will be able to import content from virtually any page on the web! Best of all it’s easy to use! All you need is
Introducing the free Feed Creator Service Read More »
As cited in the Aberdeen Group’s report titled “Optimizing the Customer Experience through Cloud Contact Centers (July 2014)”, 31 percent of contact centers are deployed in the cloud. The key driving forces for contact centers to adapt cloud technology are enhanced financial flexibility complemented with augmented customer experiences. Cashing in on this trend, EPIC Connections (EPIC) has
Panviva Inks Strategic Relationship with EPIC Connections for Cloud Contact Center Read More »
September 26, 2014 The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out. The virtual agent can become a reality and scaling to accommodate even complex programs is an easy change when the platform isn’t housed
Cloud Aids Outsourcing in Contact Centers Read More »
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
inContact’s Customer Survey Solution to Benefit Utility Company Read More »
In every business, there is always a level of risk. For the owner or business leader, their level of risk tolerance will often dictate decisions moving forward. It will also contribute to the decisions made on implementing new processes, launching new initiatives and engaging new partners. If the business is in the call center space,
Can the Cloud Call Center Help You Divert Risk? Read More »
For anyone who is in the contact center solutions business, you are aware that the most important industry trend globally is the move of customer experience solutions to the cloud. Whether it be by your company to a private, public or hybrid cloud, or the decision is to use an outsourcer, the trend to take
Cloud Based Contact Center Market Worth $10.9 Billion by 2019 Read More »