November 05, 2015 While it seems that Internet shopping is helping drive down business at brick-and-mortar locations, there is one industry that’s doing just fine in a Web-driven age: Transportation. Think about it: No matter what you order from an online site, somehow they have to get the product to you to complete the sale, […]
Outbound Communications Key for Expansion Read More »
November 03, 2015 In this increasingly complex world, businesses everywhere are seeking whatever edge they can get over the competition. Whether it’s better staffers, better offers or simply a better product, the search goes on. But what most don’t seem to get is that they might already have an answer in-house, and aren’t utilizing it.
Outsourced Centers Thrive With the Proper Tools Read More »
October 29, 2015 Although the effect of government is not always everyone’s primary concern, there are times when new policies can affect average consumers and their uses of information technology. The latest budget bill on Capitol Hill marks one such policy; passed it its current form, it could include a rider that allows debt collectors
Calling All College Students; You Owe Us Read More »
October 27, 2015 To managers keeping a close eye on the bottom line, the call center can be seen as a mixed blessing. Yes, it’s the first line of contact for customers and can be a real help in boosting your brand. But such help comes at a price, and it’s incumbent on everyone in
Contact Center ‘Fixes’ Available to All Read More »
October 22, 2015 We’ve all heard the terms and even bandied them about ourselves on occasion, but do you really know the difference between ‘multichannel’ and ‘omnichannel’, as they pertain to technology today? Not many people do, but now there’s help at hand. Gerald Sinclair, Workforce Optimization Practice Manager with Uptivity, an inContact Company, recently
Are You Giving Clients the Best Connection? Read More »
Dears, Two of our customers are requesting this functionality (on UCCX 8.5 & 10.5): – A call arrive to an agent through an UCCX script – Agent has to transfer the customer to another agent (e.g wrong skills) – Agent puts the customer on hold – Agent calls a trigger where there is another script
UCCX Scripting – Agent redirect caller to trigger Read More »
October 19, 2015 We hear a lot of talk about how we owe a debt of gratitude to our returning veterans, but one Florida-based company has actually done something about it, and is now going even further. The company is StatesideBPO, whose U.S.-based call center agents are Americans with disabilities, U.S. Veterans, and U.S. Veterans
Outsourcing Company Expands with Wounded Warriors Read More »
October 14, 2015 Those in the contact center business are fully aware of the importance of delivering good, quality customer service 24/7. But it helps when those at prominent levels recognize their contributions as well. Such recognition can serve as a template for others to follow, while also giving a well-deserved pat on the back
Contact Centers Raise the Bar for Others Read More »
October 13, 2015 Recently released research is adding more fuel to the fire about the expanding popularity of the cloud as it relates to contact centers, especially in Europe, the Middle East and Africa (EMEA). According to research giant Frost & Sullivan (News – Alert), the growing consumer preference for self-education and self-help, along with the
Call Centers and the EMEA Region: A Different Look Read More »
October 08, 2015 To those in the technology industry, the cloud is a “no-brainer” issue, due to cost savings, better security and easier upgrades. Yet there are some in the business world who haven’t yet gotten the word, although that is changing. One of the newest converts is a major retailer that has “seen the
‘It’s the Cloud on Line One’ Read More »