April 05, 2014
Call Center Software Week in Review
By Matt Paulson
TMCnet Contributing Writer
As the first week of April comes to a close, it's important to take a look back at the exciting developments in call center software that emerged just this past week. Not only have new software solutions been released for call centers to integrate into their systems for cheaper and more efficient operation, but new studies have also determined which strategies work better than others. All the while, constant changes in management in the software companies are changing the face of the industry.
One study that will have considerable impact on the future of using social media for customer service found that Twitter is one of the least effective social media channels for providing customer support. The study, carried out in the United Kingdom found that although more than three-quarters (76 percent) of organizations maintained a Twitter (News - Alert) account, only 39 percent of them could actually answer the customer service questions that their customers are asking. This means that more than 3 out of every 5 questions customers ask on Twitter are left completely unanswered, and although several companies have used Twitter quite successfully for this purpose, the learning curve is quite steep. Other platforms like Facebook (News - Alert) are much more visible to both customers and companies, and make it much easier for customers to follow communication chains – perhaps finding an answer to their question that other customers had asked.
Meanwhile, trusted provider of hosted unified communications as a service Alteva (News - Alert) announced a major reorganization of management across several of their departments. Alteva hopes that this restructuring of their management will help them drive company growth, as the changes are meant to streamline both the operational effectiveness of the company while enhancing customer service capabilities. These changes include eliminating former CEO David Cuthbert (News - Alert) in favor of a newly established Office of the CEO, which is made up of three individuals who report directly to the Board of Directors.
Finally, NOVAtime announced the launch and future availability of their newest product, the NT7000 Smart Time Clock. NOVAtime is already a leading provider of attendance, workforce and time management solutions for large enterprises, and the Smart Time Clock will do more than just help employees punch in at the beginning of the day. On top of allowing employees to clock in with fingerprints, proximity badges or almost any other method that companies use today, the device will also collect workforce data including sick leave, vacation, tips, work schedules and more. Processing these critical pieces of data will help protect employers from lawsuits, claims and arbitration of any kind.