The corporate call center is on the front lines of customer service, the point customers and potential customers alike use to both make purchases and gather information. There are plenty of tools out there to help make the call center the powerhouse it can be. Now that the weekend's here, it's a great time to look at all that news and consider how it fits in the wider scheme of things. So settle in, and let's run down the high points of the week that was with our Week in Review coverage!
First we had a look at inContact, whose line of cloud contact center tools made quite an appeal with several firms in the medical industry. The reports suggest that inContact added 12 new customers to its roster just in the first quarter, thanks to a combination of factors including inContact's ability to provide top-notch security, as well as a guarantee of 99.99 percent uptime. That reliability comes from a series of data centers located in sufficiently diverse places to offer a note of protection against natural disaster.
Next, we examined the need to outsource telecom services, and how Sound Telecom's line of offerings could help companies do just that. By outsourcing telecom services, companies can get access to a variety of advantages, including improved customer service and cost reductions, which in turn can allow the company outsourcing to better focus on its main business—since it has less to do with keeping its contact lines up and running. But not all outsourcing is created equal, so a careful consideration of all the options is well in order.
More word followed from inContact, as the company made some modifications to its all-in-one cloud suite in a bid to make it more valuable to both current and potential future customers. The new version—inContact 14.1—brings out a new context-aware SMS system as well as the new Workforce-Intelligent Contact Center system, all without the need for expensive or complex hardware installations or upgrades. Beyond that, those using inContact's system get access to customer feedback tools, interactive voice response (IVR) systems, and several more useful tools to keep the contact center going.
Then welcome news arrived for those looking for work in the Tucson area, as VXI Global Solutions looked to make an expansion, bringing a new Customer Interaction Center to Tucson. Reports suggest that the company will add 200 jobs to the area by the end of August, and those interested can apply with VXI's career portal on the company's website. The jobs are said to run the gamut from account associates to team leaders, trainers, and a host of other possibilities.
Finally, we had a look at just what should and shouldn't go into the picture when it comes to social customer support. This still young concept is causing some to have questions about just what should make up customer support via social media channels. Made all the more complex by the fact that there are multiple social media channels to work with, and each would seem to require something different—the issue at the heart of it all is to provide that which the customers want.
That was the week that was in call center services, and our global online community was clearly in the thick of it, bringing back the best in news with its efforts. So be sure to join us back here next week for all the latest in the field, as well as every weekend for our Week in Review coverage!