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Call Center Week Coverage

TMCnews Featured Article


June 15, 2011

Call Center Week Coverage

By Chris DiMarco, TMCnet Managing Editor


Neon lights, convertibles, Elvis impersonators…pertinent call center solutions? Ok so customer service may not be the first thing you think of when you think Las Vegas (especially if you’ve ever tried to check into a hotel after midnight) but this year’s 12th annual Call Center Week aims to change that. The show will bring together some of the biggest names in the call center space fostering discussions about the new directions of customer service and best practices within the space.


With companies like Interactive Intelligence (News - Alert), Interior Concepts, Teletech, and Angel the show floor is a full house of CS options. We’ll be getting a feel for the space and giving you insight into your customer service operation as we bring you coverage of the show throughout the week.

Trends in the contact center predict a slew of hosted and cloud solutions at the show and the companies here aren’t exactly playing that hand close to their chests. As the hosted industry continues to boom, the ever increasing dependence on hosted solutions will likely take center stage at this and future Call Center Weeks. TMC (News - Alert) also fully expects a heavy presence of mobile applications, bringing the ability to remotely manage agents and customer requests to the SMB. IVR and voice recognition systems will likely also play a part in the discussion as an increasingly reliable alternative to agents.

 Although the slumping economy has amplified the challenges facing SMBs, with the increasingly inexpensive and flexible options many of this year’s attendees are offering, customer service barriers are becoming more manageable. The combination of affordable hosted software, more responsive voice menus and outsourcing opportunities means more savings and more tools for today’s SMB.  

TMC will be taking you to the floor as we check out the newest solutions and talk to the providers and the customer base that’s using them for real life applications. Viva Las Vegas!


Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.

Edited by Rich Steeves








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