Email Alerts
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Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News
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Health care reform catalyst for customer service improvements
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. Column
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At-home call center agents promise savings, but reservations linger
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them. News
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At-home call center agent recounts joy, pain of virtual workplace
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness. News
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Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News
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Claims of customer focus mostly talk, report finds
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver. News
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Experts demystify the complexity of PCI compliance in the contact center
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. Podcast
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Debating PCI DSS compliance in the contact center and the ‘police state’: Two perspectives
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. Podcast
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Virtual agents go from service to sales for antivirus software maker
Better technology and consumers eager to avoid phone calls are increasing the use of virtual agents for customer service, but one pioneer is adding them to online sales as well. News
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Mitel and VMware roll out integrated virtual desktop and phone
If your enterprise has a VMware-centric VDI initiative, why not pair it with Mitel's virtual softphone application and kill two birds with one stone? News