Customer Interaction Solutions articles from April 2009

Customer Interaction Solutions archives from April 2009

True stimulus belongs in call centers & SMBs.(Publisher's Outlook)
April 1, 2009... These are critical times in our history. Our country is in the midst of economic turmoil, the likes of which we have rarely--if ever--seen before. It is our responsibility to help our government in every way we can. It is in the spirit that I...

Interview with Spanlink's Scott Christian: are companies really cutting their investments in customer acquisition and retention in this economic climate?(High Priority)
April 1, 2009... I recently had a chance to speak with Spanlink Communications' relatively new President and CEO, Scott Christian, and he walked me through what the company is up to, the full details of which is on my blog (www.tmcnet.com/5106.1). For...

FCR and the revenue-generating center.(Headset)
April 1, 2009... First call resolution has become one of the most important metrics centers can offer because it does a pretty good job of putting what the center does into context that the rest of the organization can understand and quantify. It has real...

Shifting from mass marketing to one-to-one marketing.(Innovative Solutions from the Teleservices Experts)
April 1, 2009... In response to decades of marketing overload, consumers have adapted the way they absorb information. Today's consumer hears an operator on the phone or glances at a piece of mail and decides in an instant whether it has value. Messages not...

Aspect.(NEWS)(Aspect Communications Corp.)(Brief article)
April 1, 2009... * Aspect (www.aspect.com) has introduced several new unified communications (UC)-based customer service and collections applications that provide this technology with even greater benefits. These include reducing maintenance costs by 20 percent...

Contactual's.(NEWS)(Brief article)
April 1, 2009... * Contactual's (www.contactual.com) has updated its offerings with Contactual On-Demand Contact Center Version 6, which offers better security, a new reporting API, and an improved IVR editor. It also has a redesigned agent toolbar, ability to...

Research firm datamonitor.(NEWS)
April 1, 2009... * Research firm Datamonitor (www.datamonitor.com) says the contact centers can respond proactively to the struggling economy that has made customer acquisition challenging and to consumers sharing information online by utilizing social...

Nortel.(NEWS)
April 1, 2009... * Nortel (www.nortel.com) has integrated its Nortel Contact Center with Microsoft's Office Communications Server 2007 R2. This provides a unified presence of experts to contact center agents, and allows new ways for customers to reach contact...

Oxygen8 communications.(NEWS)
April 1, 2009... * Oxygen8 Communications (www.oxy-gen8.com) has launched a new interactive voice broadcasting service, which enables media companies and corporate users to drive new revenue streams. Named Voice Push,' the new service allows customers to...

ProPay.(NEWS)(Brief article)
April 1, 2009... * ProPay (www.propay.com) has made accepting credit card payments more secure and easier with ProtectPay[TM], a new fully encrypted PCI-compliant payment card processing, transmission, and repository service. ProtectPay encrypts sensitive...

SupportSoft.(NEWS)(Brief article)
April 1, 2009... * SupportSoft (www.supportsoft.com) has released Dynamic Agent, a software solution that makes it simple for enterprises and service providers to automatically resolve customers' routine tech problems, as well as deploy enhanced services. The...

Telrex.(NEWS)(Brief article)
April 1, 2009... * Telrex (www.telrex.com) has released version 3.8 of CallRex Workforce Management[TM] software. It has an improved forecasting engine that will allow contact centers to perform what-if scenarios, such as reducing the number of agents on the...

Telus.(NEWS)(Brief article)
April 1, 2009... * Telus (www.telus.com) has opened a new contact center in Las Vegas, Nev. that will eventually house up to 1,000 agents and supervisors. It is also hiring over 2,000 staff at three contact centers in Central America: Guatemala, El Salvador,...

Call quality feedback session.(Cartoon)
April 1, 2009... AFTER HEARING YOUR RECORDED CALL, WHAT DO YOU THINK ABOUT IT? IT HAS TO BE MY WORST CALL EVER! [ILLUSTRATION OMITTED] APPRENTLY, OUR QUALITY SCORE SHEET DOESN'T QUITE CAPTURE THE BEHAVIORS YOU DISPLAYED... 100% ??!!! ...

Braxtel's contact Q 1.0 contact center.
April 1, 2009... Braxtel (www.braxtel.com), supplier of the Fluency line of customer care solutions, has rolled out Contact Q contact center version 1.0, a Linux-based open source IP-based contact center package, sold through Braxtel's new Contact Q subsidiary....

Enabling your agents to go home.(WORKFORCE Optimization)
April 1, 2009... There is no place like home, and that is becoming increasingly true for contact centers. An IDC study "U.S. Home-Based Agent 2008-2012 Forecast: Homeshoring in an Underwater World" projects that the number will grow at nearly 19 percent per...

Supplier survey: unified communications.(SPECIAL FOCUS)(Zeacom)
April 1, 2009... Beginning with this issue Customer Interaction Solutions is surveying solutions suppliers to get their take on what is happening in their sectors, firms, and in the contact center industry. After reviewing the responses we have selected one to...

Boardroom Report.(Interview)(Company overview)(Report)
April 1, 2009... The Boardroom Report provides the CRM, customer interaction and call center industry's view from the top, featuring the sector's first in-depth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, analysis, trends...

Legislative update.(On The Line)
April 1, 2009... Springtime and the smell of fresh ink in state houses all over America fills the air... and notices fill my e-mail. It is true that each spring, legislators across the country begin to put their legislative agendas into motion, which means...

Online companies face fraud risk.(From The Analysts' Desks)
April 1, 2009... Ensuring that customers are confident that their data is secure in a company's database is significant for all organizations. In the contact center especially, the environment is such that agents must often ask for or have access to information...

Consumers appreciate useful outbound calls.(From The Analysts' Desks)
April 1, 2009... One of the biggest areas of controversy in the area of telecommunications is the usefulness of telemarketing. While many consumers begrudge those dinner hour calls from companies they have no interest in working with, still others do buy the...

Canada no haven for telemarketing fraudsters ...(Compliance Desk)
April 1, 2009... Fraudsters operating out of Canada who abuse telemarketing and other channels to rip off residents and businesses in other countries, like the U.S. can be prosecuted in Canada even if they leave their fellow Canadians alone. And they can no...

Communications-Based Process Automation (CBPA), part 2.(Ask the EXPERTS)
April 1, 2009... There is a huge rush to streamline operations as a result of the current economic situation. However, every company should be looking at ways to run their business with less cost and higher efficiency at all times. It helps prepare a company...

'Don't call/contact us ... 'we'll call/contact you'.(CRM, BPO & Teleservices)
April 1, 2009... And that catchphrase, updated to today's times, is what CRM messaging and notification is about: reaching out to customers via voice, e-mail, and SMS/text messages instead of waiting for them to contact your organization. The object is to...

Customer Interaction Solutions magazine's 24th annual Top 50 inbound teleservices agencies ranking.(AWARDS & Recognition)
April 1, 2009... This is the twenty-fourth year Customer Interaction Solutions magazine brings you its "Top 50" Teleservices Agency Ranking. In this issue, we're presenting the "Top 50" inbound portion of the ranking. (The outbound portion of the ranking was...

Enabling the automated speech dialogue.(CALL CENTER Technology)
April 1, 2009... There continues to be a compelling case for deploying and sourcing advanced speech technologies, namely automated speech recognition (ASR) a.k.a. speech rec self-service in contact centers. ASR arguably enhances customer satisfaction and...

Offshoring and homeshoring.(Logout)
April 1, 2009... There has been a lot of fanfare about contact center work being brought back to the U.S. from other countries, most notably India. Yet unless the additional demand is managed effectively, the result could be higher costs, less service, and more...