TMCnet Outbound Call Center Week in Review
December 15, 2012
Welcome to the weekend, and the weekly wrap-up of the events in outbound call center technologies and services.
Call centers have evolved a lot in the last few years. The focus these days is more on improving the quality of calls and customer interactions than simply handling a large volume of calls. The various contact center reporting and analysis solutions available in the market help contact center managers keep an eye on quality in every aspect of their call center business.
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Synchronoss Technologies (News - Alert), Inc., a provider of transaction management solutions, has been selected by Mediacom Communications, a provider of cable, Internet and digital phone services, to deploy a mobile customer care application. The application gives Mediacom customers instant access to Mediacom customer service using a smartphone or tablet.
Read the full article on TMCnet here.
Most customer and company contact comes from telephone calls and customer service, and the best way to make a good impression and deliver consistent results to customers, is by providing customer service representatives with a call script on how to handle any situation. Most agent call scripting software is designed to provide companies with an easy way to create scripted questions and define agent responses as to how to greet the customers when they call in, or how to introduce yourself and what you’re offering when making cold calls.
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December is the time of year when people start to get nostalgic about the past and look forward to the future. While we spend lots of time reflecting on the previous 12 months, listing the highs and the lows of 2012, we also look into our crystal balls and see what the future holds. TMCnet recent spoke with Kevin Bottoms, vice president of business development at TELUS (News - Alert) International, to see what he saw as he peeked into the future.
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While many companies today are suffering from “data overload,” a side effect of the concept of the “big data,” perhaps no organization is struggling more than the average contact centers. Contact centers collect information: with every multimedia interaction with a customer, the contact center gains more and more data that, used properly, could yield valuable insight into the customer experience. It’s easier said than done.
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Contact center technology provider Altitude Software (News - Alert) has decades of experience working with Cisco, the networking solutions provider. Both companies have been working together in the contact center arena, delivering substantial business results. Recently, however, Altitude uCI applications integrated with the latest Cisco Contact Center solutions, which include Cisco Unified Communications (News - Alert) Manager 8.6 and Cisco UCC solutions.
Read the TMCnet article here.
That’s all for this week in outbound call center technologies and solutions. See you again next week!
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