Outbound Call Center Week in Review

By Stefania Viscusi
Assignment Desk Editor

Welcome to another recap of all the top news that happened this past week related to Outbound Call Center space.

This week, Mitel (News - Alert) announced it deployed solutions for Freebridge Community Housing in a bid to improve the way it was delivering customer services. This included adding UC and collaboration software to make it easier to conduct business from any device and location.

MiContact Centre for Lync is one of the solutions that are now included in the contact center and which has assisted the community to get better ranking for the way it handles calls.

Technology advisor Junxure, announced it created a comprehensive, cloud-based CRM solution for the financial vertical called Junxure Cloud to offer customers a chance to make the choice between on-premises or cloud-base CRM for consulting and training.

Also this week, a new report titled, “Pricing & Profitability: Deals Desk – A key business enabler to meet customer demands”  was released by PricewaterhouseCoopers (News - Alert) and looked at how companies today are using this new function to better track and define workflows and sales opportunities. 

Finally, if you follow the call center space, you already know about the giant Comcast (News - Alert) headlines circulating this week based on a call between a telephony agent and customer that was recorded, and then went viral.

Now call centers everywhere are having to again find ways to defend their work and prove they do care about customers.

While Comcast tries to fix the poor taste that’s now been left for many, there are key takeaways for many in the call center space to consider, including the impact of social media, modern technology and just how much power a customer or agent can have in helping to increase or ruin a business. In this article, we cover some of the lessons to be learned.

That’s all for this week. Be sure to check back for all the latest in Outbound Call Center related news as it happens. Until next week…