• FCR, Multi-Channel and More: Does Your Call Center Software Keep Your Customers Happy?

    It’s a relatively simple question: does your call center software keep your customer satisfied and happy? Call center software, at its best, should take what we know about customers’ wants and needs and convert that knowledge into practical applications that can help the organization run as efficiently as possible. Let’s take at some pertinent customer satisfaction statistics that are...

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  • Quick Tips for Boosting Mobile Customer Engagement

    Mobile usage is rapidly growing among consumers. In fact, it’s growing to a point that the consumer will soon not just use a smartphone to make product inquiries and purchases; it will evolve into a solid form of engagement, as well. This movement is already well on its way to fruition. According to Pew Research, two-thirds of customers now...

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  • How to Do Business Applications the Right Way

    When it comes to conducting business, it’s important not to rely on only one practice in order to achieve success. With mobile use constantly on the rise, it’s important for companies to consider developing apps to stay competitive and provide customers the services they need. It’s important to remember that creating an app is only one part of the...

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  • Live Online Chat Increases Customer Satisfaction, Survey Says

    If you want to keep your customers satisfied, give them live online chat support as part of your call center application suite. That is the latest finding from a recent JD Power & Associates survey. Among wireless carrier customers who contacted their carrier via the online channel, satisfaction was the highest among respondents when online chat was used, the...

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  • Are You Intruding Upon Your Online Customers? 95 Percent May Think So

    There has been a great deal of emphasis put on the need for virtual call center agents to get involved in the conversation via social platforms like Facebook and Twitter. An important question that every agent should ask, though, is: When is it appropriate to address a customer’s issue? The answer (only when they ask for help) should seem...

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  • Why Social Media Support is so Important for the Virtual Call Center

    One of the things that we’re most proud of at Vocalcom is our ability to provide virtual call centers with the tools they need to go above and beyond the typical social media customer support. Even in 2013, there still seems to be some doubts about social media implementation. Let’s take a moment to break down some of the...

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  • Your Guide to Unprecedented Social Media Customer Support – Empowering Virtual Agents

    It seems like just a few years ago, social media functioned as little more than a way to keep in touch with old friends. Yet today in the year 2013, social media isn’t just something that should be utilized for work. In reality, those who ignore the many ways in which we can keep in touch with virtual contact...

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  • How Are You Connecting with Your Traveling Customers?

    People like to travel; however, that doesn’t eliminate their need for high-quality customer service. Not only do an average 76 percent of online travelers plan their leisure trips online as opposed to a more traditional method, but 80 percent of online U.S. travelers are active on at least one social network, with 73 percent logging onto their favorite social...

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  • Does Your Company Tell a Story?

    You could have the greatest product in the world, but if your customer service is suffering, your profit will undoubtedly take a hit, too. In fact, 68 percent of customers are driven away from a company specifically because of the treatment they’ve received, whereas only 14 percent left due to dissatisfaction with a company’s product or service. If you’re...

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