Articles
Tag: contact centers (page 3)
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Three Ways to Enable Social Customer Service in Your Contact Center
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. In the past three years, customer's preference for contacting companies has shifted dramatically towards
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Switching Channels at the Contact Center
When I was in the outsourced call center business in the 1990s, we only needed to manage phone calls and the occasional written communication.
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Contact Center Evolution Calls for Changing Metrics, New Tools
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? Meeting Success with New Tools Changes to the metrics contact centers use to
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Next IT Releases Next Gen of Virtual Assistant, Designed for Live Chat Handoffs
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.
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Aspect's CMO: Customers Decide Which Channel to Use for Customer Service
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. Earlier this month, Aspect announced a partnership with Lithium Technologies, exclusively integrating Lithium’s Social
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