TMCnet Outbound Call Center Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the end of the week, which means it’s time to wrap up the week’s events in outbound call center solutions and services.

SoundBite Communications (News - Alert) is mitigating risk for contact centers through its Compliance Solution Suite. This news should be welcomed by facilities due to an increase in the exposure to compliance risk and having to operate in an uncertain regulatory environment. A compliance suite is also important in today’s environment where consumers are quick to file lawsuits making organizations to pay fines and causing losses.

Read the full article on TMCnet here.

Cyara announced that its Automated Testing Suite successfully reduces call center technology deployment risk. Cyara specializes in premises and cloud solutions required for testing, monitoring and simulating interactive voice response (IVR) and contact center systems and applications. A case study released by Cyara highlights how its automated testing suite saved a 2012 technology upgrade deployment at a U.S-based financial institution.

Read the full piece here.

The Customer Contact Association (CCA) has recognized IT and consulting firm, Atos, with its CCA Global Standard accreditation for its work in handling customer service requests. The CCA, which has been around for over a decade, uses research, analysis and expertise to judge customer contact strategies and operations during a two-day rigorous process.

“Assessors spent that time at the Crewe site talking with staff and watching them at work to confirm that Atos staff adheres to the guidelines and met with the high standards expected on a daily basis,” said the CCA in an official statement. “It is regarded as recognition for commitment to quality through continual innovation and a focus on bringing out the best in staff through the application of industry best practices.”

Read the full article here.

Anybody who studies or manages customer service applications today knows there’s big change afoot. The change is due to a number of factors that have begun to affect the way customers interact with companies today. Research group Gartner (News - Alert) calls it “the Nexus of Forces,” and it’s the combination of social interaction, mobility, information and cloud computing.

Find the full piece here.

That’s all for this week in outbound call center solutions and services. See you again next week!

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