Customer Interaction Solutions articles from June 2009

Customer Interaction Solutions archives from June 2009

Thoughts on attitude: the breakfast with the legendary Jack Welch.(Publisher's Outlook)
June 1, 2009... Not long ago, Rich Tehrani, President of TMC, and I had the rare privilege of having break fast with the Hall of Fame CEO of General Electric, Jack Welch. We asked Jack, "How do you rank your sales managers?" [ILLUSTRATION OMITTED] He...

Can deflation create U.S. jobs?(High Priority)
June 1, 2009... Over the past year it has become evident that deflation is a driving force of the U.S. economy. Margins are being squeezed in virtually all businesses. Recently, Paul Krugman had an opinion piece in the New York Times on falling wages and...

Insight into the minds of contact center managers.(Headset)
June 1, 2009... Recently, Frost & Sullivan conducted a major survey of contact center practitioners in which we asked them a wide variety of questions about the tools they use, their plans for the future, and the issues that are of concern to them. The results...

AccuData Integrated Marketing.(NEWS)(Brief article)
June 1, 2009... * AccuData Integrated Marketing (www.accudata.com) has launched AccuBase, a cost-effective customer and prospect database marketing solution. AccuBase gives marketers total control over their database management and campaign performance right...

AltiGen[R] Communications.(NEWS)(Brief article)
June 1, 2009... * AltiGen[R] Communications (www.altigen.com) has released the second update for AltiGen's MAX Communications Server 6.0 VoIP unified communications platform. New and redesigned applications include MaxAgent 6.0 Desktop Application for Call...

BenchmarkPortal.(NEWS)
June 1, 2009... * BenchmarkPortal (www.benchmark-portal.com) has issued a new report, Technology Adoption Strategies for All-In-One Contact Center Solutions' sponsored by Interactive Intelligence (www.inin.com) that shows how contact centers can protect...

Genesys.(NEWS)
June 1, 2009... * Genesys (www.genesyslab.com) and InQuira (www.inquira.com) have integrated their software suites. The joint solution combines Genesys' customer interaction software with In Quira's knowledge management applications and in doing so supports...

NICE.(NEWS)(NICE Systems Inc.)(Brief article)
June 1, 2009... * NICE (www.nice.com) NICE Perform now supports SIP-based recording and enhanced virtualization. NICE Perform 3.2's SIP feature set integrates with leading session border controller vendors. Companies standardizing on SIP can achieve cost...

Spectrum.(NEWS)(Brief article)
June 1, 2009... * Spectrum (www.specorp.com) neXorce Enterprise Software visual data management solution now offers includes a new historical reporting module, automatic version update scheduler, enhanced Failover module, and new features to the XorceView...

Connie Smith.(NEWS)
June 1, 2009... * Connie Smith, a noted customer service expert and speaker who has helped contact centers for leading firms such as Southwest Airlines, Staples, Cabelas, Nordstrom, Flagstar bank, Alaska Airlines, and Blue Cross Blue Shield of Nebraska, has...

Tellme.(NEWS)
June 1, 2009... * Tellme (www.tellme.com) thanks to working with its parent, Microsoft. has made its hosted speech solutions even more cost effective and powerful, thereby enabling more end customers to stay longer and complete more interactions with them,...

Thomas L. Cardella Associates.(NEWS)(Brief article)
June 1, 2009... * Thomas L. Cardella Associates (www.tlcassociates.com) (TLC&A) has begun operations at its new Marshalltown, Ia. contact center. It joins facilities in Cedar Rapids, Coralville, and Keokuk, and Marshalltown, Iowa, along with a constellation of...

Recognizing the data security is top of mind.(NEWS)
June 1, 2009... * Recognizing the data security is top of mind and is an underlying concern with hosted solutions Varolii Corporation (www.varolii.com) has raised the security standard for its SaaS-based communication platforms. The firm has become PCI Level 1...

Do not call violations snare DIRECTV, Comcast, Dish Network.(NEWS)
June 1, 2009... It never pays to be an overly eager telemarketer stretching or could be seen pushing and crossing the limits of the law, even if you are or are representing a popular entertainment/communications service. The net result may be paying fines to...

Considering incentives.(Ask the EXPERTS)
June 1, 2009... I have a sure-fire method of guaranteeing high attendance at your next meeting. Send out an e-mail saying. "We will be discussing your paycheck at the next meeting." You'll have a line at your door in 5 minutes! [ILLUSTRATION OMITTED] ...

Workforce management that works.(WORKFORCE Optimization)
June 1, 2009... Ensuring that the right contact center staff are there when and where they are needed to maintain customer attracting and retain quality is made much easier with workforce management (WFM) solutions. WFM automates processes that have...

Questions you must answer about compliance.(On The Line)(Column)
June 1, 2009... I don't even play a lawyer on television, and I did not stay at Holiday Inn last night, but for some reason I get a lot of "expert witness" style questions about regulatory compliance. Compliance in the contact center space is a cottage...

Locating for growth.(CRM, BPO & Teleservices)
June 1, 2009... The challenge in finding the right locations for contact centers is not so much choosing the ideal sites today--the economic downturn leading to high unemployment have led to picks of places--but selecting those that will be viable when the...

Supplier Survey: IP contact center solutions.(SPECIAL FOCUS)
June 1, 2009... This month's Supplier Survey is focusing on IP contact center solutions. After reviewing the responses to questions on market, product, and vendor trends we have selected one firm to be published here, in excerpted form. All of the replies will...

Tandberg: year of videoconferencing came and went.(from the TMCnet BLOGS)(Brief article)
June 1, 2009... In his Communications and Technology Blog, Rich Tehrani writes: Since 1990 we heard the year of videoconferencing was coming soon and dozens if not hundreds of video companies have disappeared while waiting to take advantage of this new age...

IT versus PBX.(from the TMCnet BLOGS)(information technology)(private branch exchange)(Brief article)
June 1, 2009... In his On Rad's Radar, Peter Radizeski of RAD-INFO, Inc writes: If a business is moving to UC, how does the decision get made on the platform? In many cases, the IT Administrator has some responsibility for the phone system (even if...

Concentrix.(from the TMCnet BLOGS)(Brief article)
June 1, 2009... In his "First Coffee" blog, TMCnet's David Sims writes: British customer relationship management specialist and IT vendor Concentrix is now providing Microsoft Dynamics CRM 4.0 as a hosted offering. Concentrix has been implementing...

Displays go beyond the readerboard.(CALL CENTER Technology)
June 1, 2009... Electronic displays in contact centers have been about bringing agents' attention to vital information such as average handle times and calls in queue. Now it is about bringing the data and more of it, to the agents, team leaders, supervisors,...

Customer Interaction Solutions' 10th annual CRM Excellence awards, Part 2.(AWARDS & Recognition)(customer relationship management)
June 1, 2009... For the tenth consecutive year, the editors of Customer Interaction Solutions dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. Below is Part Two of the winners list--the companies that...

A college degree to work in a contact center?(Logout)
June 1, 2009... The other day I came across a contact center expansion story where the employer, whose name will not be revealed to save them from being singled out, preferred to have applicants for its contact center agent positions to have college degrees....