Call center software
- March 30, 2017
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
- March 13, 2017
By combing insights about where employees spend time when using sales and marketing apps, Radial was able to better streamline the customer and sales and service agent experiences.
- November 02, 2016
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
- May 22, 2015
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
- April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
- March 02, 2015
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
- June 13, 2013
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM.
- June 05, 2012
A new offering from WhitePages Pro allows call centers to identify cell phone numbers when customers call in.
- May 10, 2012
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- March 29, 2012
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.
- March 07, 2012
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver.
- March 05, 2012
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center.
- March 02, 2012
A contact center and a PCI security expert discuss PCI DSS’s stringent physical facility requirements and how contact centers can prepare for them in a two-part podcast.