Call Center Solutions Featured Articles
The call center is not what it was 10 or even five years ago, as the customer experience gains focus the tools and way in which these hubs of customer service function has evolved to leveraging big data, analytics, voice etc. to provide the most satisfying and contextual customer experience possible.
The call center is the frontline for customer service; no matter what the customer query two things are integral to be a successful call center: response and resolution time. Fix the problem, and do so in as quick and painless a manner as possible. To take this notion from idea to real-world results, Kodak Alaris announced the Kodak Info Insight Platform.
Users receive the Customer Engagement OnAvaya software with its subscription based license, and if quick implementation is a priority, an agent can be up and running with a chrome device and a headset.
The call center is fraught with the peril involved in de-escalating an upset customer, finding resolution for a query or even walking a customer through a difficult installation or upgrade for a software solution-not to mention many, many more. Fear not, this is where customer relationship management software swoops in to save the day and this week we've had a big announcement from Promero.
Enghouse Interactive has released a significant update (PRC 3, version 9) to its Contact Center: Enterprise solution (CCE). The new version of the solution has a higher performing predictive dialer and supports omni-channel communication.
It's long been said that work is no game, but with the concept of gamification, it's rapidly starting to look a lot more like a game, complete with winners and losers. Gamification allows a variety of different things-everything from watching television to taking Facebook quizzes-to become more like games, and the call center is absolutely no exception here. In fact, some suggest that the call center could be one of the biggest new sources of gamification around, and some new moves from Arizona companies are making that clear.
The goal of any call center agent is to resolve a customer's issue as quickly and painlessly as possible. The vast majority of people calling into a call center want exactly the same thing. It reads like the recipe for an effortless interaction.
The latest announcement from Vlocity, a software development company which integrates its products with Salesforce1, reveals that it will be working with Italian pay TV provider Sky Italia to help improve its customers' experiences across multiple channels and devices.