It’s the end of the week, so it’s time to wrap up the week’s events in call center services. Following are the week’s top stories.
The happy customer is one who doesn’t contact the company very often, is more likely to make additional purchases and tell their friends why your brand is better than others. If you rely on the call center to ensure customer satisfaction, are you also focused on customer happiness? A recent Huffington Post article explored how your call center services could play a big part in increasing customer happiness.
A European home appliance manufacturer has picked eGain, a provider of cloud-based customer engagement and call center solutions, to unify its customer engagement across international markets and brands. The cloud applications delivered by eGain including social, mobile, Web, and contact centers help clients to improve customer services using multiple channels. eGain’s customer engagement solutions help power digital transformation for leading brands.
TeliaSonera (News - Alert), a provider of network access and telecommunication services, is partnering with Ericsson to improve the customer experience of its users throughout Europe by integrating multiple customer experience management solutions. Ericsson (News - Alert) will be providing TeliaSonera with its Customer Experience Management solution, which includes a consulting services, hardware and software platforms, systems integration services and training.
How much of your life do you spend on hold? An uncomfortable study commissioned last year by text-message service TalkTo concluded that the average American spends about 13 hours on hold each year. Overall, given the average life span, this means most Americans will shuffle off their mortal coils having spent a total of 43 days on hold waiting for customer service.
SpiceCSM and ClearView will be initiating a three-way integration with each other and with inContact, the companies have announced. In related news, inContact -- a provider of cloud contact center software and contact center agent optimization tools -- has unveiled a new solution, inView which will be powered by ClearView.
Xceligent confirmed the shifting of its call center from the Summit and Independence offices in Lee to Blue Springs, a move which resulted in the relocation of close to one hundred employees from the Summit office. The move comes in the wake of the company’s decision to expand its presence across the national markets, a plan which needed more space than that available in its Lee offices. The announcement is touted as a major setback to Lee’s economic development plans.
The Gainesville Regional Utilities (GRU) released a press statement recommending the closure of the call center established for receiving complaints regarding Gainesville Renewable Energy Center (GREC) from the local residents. Gainesville Regional Utilities, which pays for the call center, issued a press release requesting local government officials to close the call center and recommended that all concerns should be directly routed to GREC.
A call center owned by TeleTech (News - Alert) in Hopkinsville, Kentucky is planning on expanding its base of operations from 200 employees to around 500. TeleTech, a provider of customer experience solutions for medical service providers and others, is seeking to hire an additional 300 employees locally in order to more than double the size of its call center. To help do this, the Hopkinsville City Council agreed to approve a grant worth $100,000 to train the growing number of employees.
That’s all for this week in call center services. See you again next week!