On-demand call center News
January 09, 2014
A contact center infrastructure provider secures a patent, and other news from the CRM market.
May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
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.
January 31, 2012
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market.
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Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them. Continue Reading
Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web ... Continue Reading
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With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
Companies are responding to customer pressure to bring contact center operations back to the U.S. But how do they battle the cost burdens that brings? Continue Reading
Let's get straight the differences between hosted contact centers and on-premises facilities. What are the pros and cons of each model? Continue Reading
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Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
Outsourcing operations to overseas contact centers, once a popular practice, is receiving pushback from customers and companies alike. Continue Reading
Problem Solve On-demand call center Issues
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Contact centers are always trying to cut operational costs. But they can't let those tantalizing benefits make them blind to various perils. Continue Reading
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Continue Reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading