Call Centers News & Analysis
| Tuesday Feb 25, 2014
Gary Ambrosino, the president and chief operating officer of TimeTrade, thinks the key to great customer experience comes down to how and when a company engages with potential clients. Better engagement equals more customer loyalty, in theory.
| Friday Feb 14, 2014
Anyone who has dealt with a customer service representative knows it’s rarely a match made in heaven. In fact, it’s usually quite the opposite.
Between long hold times, mismatched agents and unresolved issues, it’s no wonder why most interactions with a company’s contact center get off to a rocky start. Neither party is totally at fault for this unhealthy relationship -- customers simply want their issues resolved in a timely fashion, and agents have few insights into the people and problems that they are expected to address.
| Thursday Dec 12, 2013
Do you enjoy kicking your customers? Don't cringe at the question. It's not as crazy as it seems.
I'm still nursing bruises from three companies -- a major department store, a national automotive service club and a local home heating oil company -- that apparently think inflexibility, excuses and a failure to compromise are the keys to customer service.
And yet, while many companies stumble when it comes to serving their customers, others shine -- even during this busy time of year, according to ClickFox, a provider of experience analytics.
| Wednesday Nov 27, 2013
For the past 32 years, the Butterball Turkey Hotline has offered advice to anyone overwhelmed by the prospect of cooking the perfect holiday bird. Last year, the company introduced a smartphone app, Facebook live chats, Pinterest posts and other social media tools. The big news this year is that for the first-time ever, Butterball has hired men as part of its line-up of expert turkey cookers — a response to the fact that men are taking a more active role in the kitchen.
But what does any of this have to do with contact centers?
| Monday Nov 18, 2013
I am writing this in a Starbucks on Fillmore Street in San Francisco. All around me people sit, ear-plugged in and laptop ready.
This is what I call the Starbucks Generation -- Gen Y or millennials -- who work from anywhere there is an internet connection. To successfully reach this Starbucks Generation, it’s important to leverage the various digital channels, especially The Human Channel.
| Wednesday Oct 9, 2013
When I was in the outsourced call center business in the 1990s, we only needed to manage phone calls and the occasional written communication. Automatic Call Distributors (ACDs) could route phone calls efficiently and IVRs -- at the time a relatively new technology -- allowed customers to self-select options that would get them the right type of help more quickly. It was a simpler time.
| Tuesday Oct 8, 2013
No matter the length of a call with a contact center, if the customer’s happy and has a tangible result at the end, who cares, right?
Fifty minutes or five -- does it matter anymore?
| Thursday Jul 11, 2013
In all the talk about omni-channels, interactive voice response (IVR) is rarely mentioned, yet it is the channel many customers must struggle through. Customer interaction vendor Aspect Software is fully aware of IVR’s continued importance, so much so that it announced this week an agreement to buy IVR provider Voxeo Corporation for approximately US$ 150 million.
| Tuesday Mar 19, 2013
Enterprise social technology provider Moxie Software is integrating its Spaces by Moxie social software suite with the Microsoft Lync unified communications application.
| Tuesday Feb 26, 2013
Cloud-based contact center solutions and optimization provider inContact has released version 13.1 of its platform. The newest release offers customer service managers the chance to view customer messages in one unified stream, regardless of the channel used.
| Tuesday Feb 26, 2013
Customer service and contact center technology provider Genesys is acquiring cloud-based self-service applications specialist Angel from business intelligence vendor MicroStrategy. Genesys says it is trying to expand its arsenal of cloud-based customer service solutions.
| Tuesday Jan 29, 2013
As we wrap up our month-long focus on the customer life cycle experience, we’re reminded of how conventional methods of customer service have had to shift their goals, pushed by the convenience of social technologies for customers to ask questions, lodge complaints and seek more information from brands. Take the contact center -- live operators are standing by to take your call, but the truth is if you’re calling them, they know there’s going to be an issue.
| Wednesday Nov 21, 2012
In the entire history of commerce, customers have never had it so good. Not only do they continue to be the focus of retailers’ attention, but personalized shopping, anywhere transactions, social sharing, fast and powerful comparative shopping, a good sense of what the customer will do next and a seemingly infinite recollection of every detail of every interaction are now combined into what can be described as the golden age of customer service.
| Tuesday Nov 20, 2012
Apple's star-kissed run may finally have come to end on the stock market, despite the company's recent run of launches and with more positive news coming out. Is reality finally knocking down Apple's distortion field?