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TMCnet Call Center Software Week in Review
Call Center Software Featured Articles
January 19, 2013

TMCnet Call Center Software Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the weekend, which means it’s time for another wrap-up of the week’s events in call center software.

Two key players in the workforce management space have forged a reseller deal to roll out a comprehensive solution set that integrates two of the industry’s most sought-after workforce optimization solutions – Community workforce management solution and Virtual Observer. The community workforce management solution has been developed by the Workforce Management Software Group (WFMSG), and features an open architecture. Delivered with a multichannel communications gateway, communication can be quickly integrated with multiple platforms.

Read the full article here.

To increase interaction and collaboration between marketing and sales divisions, IBM (News - Alert) has recently unveiled new innovations that will allow retailers to deliver a consistent shopping experience for consumers across multiple touch points – from the store, mobile and online. IBM's global survey of 26,000 consumers revealed that 35 percent of consumers are considering diversifying the way they buy goods and services in the future. So in turn, it is unveiling new eCommerce cloud computing software that will give consumers a more efficient, streamlined and personalized shopping experience.

Read more at TMCnet.

Companies engaging in e-mail marketing must walk a very fine line. While targeted e-mails sent at the right frequency to promote sales or seasonal offers may work well for many companies, there is always the danger that company will send too many messages, or messages that aren’t targeted. In these cases, consumers are likely to request that their names be removed from e-mail marketing lists.

Read the full article here.

Businesses place significant reliance on social media to support sales, marketing and customer support goals. An organization’s social channels allow it to reach customers instantly, understand customer needs, gauge brand sentiment, see how it compares competitively, and much more. Many business professionals are gaining greater access to their company’s social data, but are not quite sure what to do with it.

Read the complete article at TMCnet here.

When Americans began using social media to contact the companies with which they do business, it’s safe to say that businesses weren’t so delighted. Suddenly, they had a multitude of new customer contact channels that needed to be monitored and acted upon. Many of these businesses were still trying to balance their Web channels, and suddenly they had social media and even mobile apps to mix into the chaos.

Read the full article here.

That’s all for this week in call center software. See you again next week!

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