Call Center Solutions Featured Articles
While most contact centers, which service small to medium-sized businesses, don't operate on a global basis, the largest of companies might operate contact center services across national borders. For organizations doing business in both the U.S. and the UK, providing cross-Atlantic customer service may come with a few challenges. Most notably, American and British consumers have some different preferences and reactions when it comes to less-than-sterling customer service.
Many contact centers are finding the value of moving to the cloud. While most companies are doing it in short bits and pieces - dabbling by using cloud-based CRM first before venturing elsewhere - they are finding that the cost savings, broadened functionality and flexibility are worth their time.
Interactive voice response (IVR) technology has been used for decades in contact centers to route calls and for self-service purposes, helping customers get answers to the most routine questions. The goal is to offload certain simple questions from live agents, keeping call queue lengths down and allowing customers access to immediate answers.
DATEL Software Solutions, a developer of contact center and call accounting applications, has unveiled its new Unified Contact Center SWEET (UCCS) for Avaya IP Office.
In the U.K., it's five percent. In the U.S, it's three percent. It's one of the most critical rules of telemarketing. What is it? It's the percentage of calls that can be "abandoned" by telemarketers. If a company exceeds these rates, they could be subject to fines.
It's well known that knowledge is useless until it is shared, and this is the aim of The Arthritis Foundation, which is striving to help arthritic people lead a better life. Wanting to put the massive amounts of knowledge at its command to far better use and thereby empower its call center agents, it has decided to deploy SmartSupport, Safeharbor's knowledge base platform.
While running a contact center is challenging enough - it certainly requires keeping many eyes on a multitude of people, processes and technology - there is special admiration that should be reserved for those who manage to successfully manage a public-sector contact center.
Clarabridge, provider of intelligent customer experience management (CEM) solutions, has opened the door for independent software vendors, service integrators, consultancies, value added resellers and service providers to join its newly introduced partner program.