Contact Centers News & Analysis
| 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.
| 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?
| Saturday Oct 19, 2013
Yet another week has come and gone, so why not take a few minutes to relax and catch up on our featured contributions? This week we took a look at why Yammer and Microsoft make SharePoint user adoption concerns a moot point. We also talked about why SharePoint will hardly ever be a company's sole ECM solution and got some tips on enabling social customer service in your contact center. So sit back, relax and enjoy our weekend reads.
| Thursday Oct 17, 2013
For years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.
| Tuesday Oct 15, 2013
Customer’s desire for instant gratification has caused a dramatic shift in the channels they use to contact companies for support. Contact centers must adapt to meet these new expectations, particularly when it comes to social media.
| 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?
| Wednesday Sep 18, 2013
If computer scientist Alan Turing were around today, he might be hard pressed to verify if the virtual agents we commonly encounter on websites are software programs or live, breathing humans. Virtual assistant provider Next IT is committed to making a would-be Turing’s task all that much harder, and in an exclusive with CMSWire talked about its next generation of virtual assistant, called Alme for Chat.
| Thursday Jan 24, 2013
Social media is now migrating in full force to the enterprise, with particular importance for contact centers. To find out its perspective on this aspect of business socialization, CMSWire recently talked to customer contact vendor, Aspect Software’s Chief Marketing Officer Jim Freeze.
| 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?