Resources Library

  • Top 15 Customer Service Trends for 2014

    A Forrester Report by Principal Analyst Kate Leggett. Learn the top 15 customer service trends that you must to take into account to deliver customer service excellence in 2014 and beyond. Get this Report Now ›
  • What is PCI-DSS ?

    PCI-DSS is the Payment Card Industry Data Security Standard, and is a mandatory requirement for all merchants accepting card payments over the telephone to ensure customer details are not compromised. Download the Whitepaper ›
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  • Call Center Technology White Paper -  Modernize Your Contact Center and Engage Your Customers Anywhere Anytime with Mobile Apps

    Modernize Your Contact Center and Engage Your Customers Anywhere Anytime with Mobile Apps

    Make it easy for customers to do business with you! Vocalcom end-to-end Mobile Customer Engagement Solution for the contact center is designed and built with the consumer in mind. The Vocalcom solution has uniquely created an intemate contact center, social and mobile. Very fex systems in the marketplace have been able to create such a tight connection between all these components.
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  • Call Center Technology White Paper -  Meeting the multi-channel challenge

    Meeting the multi-channel challenge

    People talk, and everyday they’re talking about your company or your products on Twitter, Google, and Facebook. If you can’t follow these conversations, then your contact center needs a makeover. Go All-in-one! Connect with your customers on every channel. Vocalcom lets you tap into customer conversations wherever they occur - including by phone, email, chat and more modern channels like Twitter, Facebook, and Google. As an advocate of an ‘omni-channel’ (or channel agnostic) approach to customer care, Vocalcom was keen to find out how companies are currently meeting the challenge of serving customers over the wide array of channels now available to them.
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  • Call Center Technology White Paper -  Social Media for CRM will Force a Shift from Contact Centers to Customer Engagement Centers

    Social Media for CRM will Force a Shift from Contact Centers to Customer Engagement Centers

    According to Gartner, customers expect to be supported regardless of channel, yet social media engagement is missing from current CRM customer service contact center products, frustrating chief customer officers and vice presidents of customer support. By 2015, organizations that have not embraced the concept of the customer engagement center will lose customers to competitors that have.*
    * Gartner, Social Media for CRM Will Force a Shift From Contact Centers to Customer Engagement Centers, Michael Maoz,01 April 2013
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  • Call Center Technology White Paper -  Critical Contact Center Capabilities & Contact Center Technology Trends

    Critical Contact Center Capabilities & Contact Center Technology Trends

    Navigate The Future Of Customer Service. Use Forrester’s customer service trends impact analysis framework to understand the key business trends unfolding in the next five years to make your plans bulletproof.
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  • Call Center Technology White Paper -  Use your call center agents to their full potential

    Use your call center agents to their full potential

    Vocalcom makes agent experiences at the forefront of contact center performance. Imagine a call center filled with happy staff who leave every customer satisfied. For some companies it’s already reality. For Better Agent Experience in Contact Centers, Press 1 Now!
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  • Call Center Technology White Paper -  Understand Communication Channel Needs

    Understand Communication Channel Needs

    The Majority of Consumers increasingly Turn To online Customer service Channels. Although telephoning a company and speaking to an agent is still the top way customers contact customer service, customers also increasingly leverage online channels and social media.
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