Call Center Solutions Featured Articles

Are You Shortchanging Your Mobile Customers?

As a nation, we're mad for our smartphones. Nearly two-thirds of us own smartphones and most of us use them to go online. We are also using them to resolve customer issues and contact the companies with which we do business. The problem is that many companies are taking advantage of the opportunities offered by a smart phone-enabled American populace.

Why Call Center Solutions for Multichannel Environments are in Demand

How many channels do you offer clients for interaction? If your environment is like most small- to medium-sized businesses, you take phone calls from clients, manage a website with a "Contact Us" page and maybe even interact via social media. It sounds small, but these three channels make yours a multichannel environment-and that takes a special kind of attention.

Hansen Technologies Selects AIS for Call Center Solutions in the US

Hansen Technologies, a customer care and billing solution provider with clients in over 40 countries, has selected AIS as its new IT infrastructure service provider for consolidated data center operations in the United States. The announcement about this deal has been made by AIS (American Internet Services), a Southwest provider of tailored data center and cloud service solutions.

Maturing Market: What's Next for Call Centers?

The maturing of the contact center market appears to be a looming reality for the industry, requiring companies to refocus on providing positive customer service through more than one communication channel while reducing overhead costs.

IVR Messages Find Use Outside the Call Center

The ultimate aim of cancer screening is to reduce the number of people who lose their battles to it, as well as to lower the number of people who develop the disease. The current study published online in the U.S. Centers for Disease Control and Prevention's Preventing Chronic Disease, explores how Latinas perceive cancer screening and how they react to interactive voice response (IVR) messages for scheduling screenings.

U.S. Deportees in Mexico in High Demand for Outsourced Contact Center Work

Companies that wish to outsource their contact center and customer support functions have a dilemma today. They know from previous experience or the experience of others that contact center services can be contracted offshore for costs lower than what they pay in the U.S., largely due to lower salaries. But they also know from experience (and the experience of others) that foreign contact center agents with accents are intensely disliked by many Americans. Communication problems aside, many Americans resent the idea that a company is shipping jobs offshore during a time of high domestic unemployment.

Aligning People and Technology to Create an Effective Voice Self-Service Channel

It takes more than a vision to create an effective interactive voice response self-service solution in a contact center. There are many factors that contribute to the goal of achieving high self-service completion rates along with improved customer satisfaction with this communication channel.

Bright Pattern and thinkingVoice Launch Integrated Solution

Bright Pattern, a provider of next generation cloud based contact center software, recently announced that it has collaborated with thinkingVoice, a provider of a cloud based campaign management platform, to develop a new cloud-based solution that implements a new model for real-time lead qualification and regulatory compliance.

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The Customer Loyalty Lifecycle