• Does Your Call Center Software Support These Two Social Media Necessities?

    We all know that social media has significantly influenced the way consumers shop and interact with their favorite brands. How much so? Twenty-two percent of Americans (or 12 million individuals) use social networking sites several times per day, 47 percent of Americans say Facebook has the greatest impact on purchase behavior and 76 percent of Twitter users now post...

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  • Unified Communications to Peak at $61.9 Billion by 2018

    Unified communications (UC) – the combination of real-time communication services like video conferencing and presence with non-real-time communication services like email, fax and SMS – continues to enable businesses to cut costly corners, bolster performance and, ultimately, generate more revenue. Thanks to the advent of IP networks, a growing sophistication of IP telephony and the ways in which data traffic...

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  • If There’s a Problem, You Want Your Customers to Complain

    Upon reading the title of this article, you may be tilting your head to the side and giving it a good scratch. “Why would I want my customers to complain at all?” you may be asking yourself. Well, this fact is simply inevitable. Along the customer service journey, your customers will eventually have something to say, and it probably...

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  • The Key to Increasing Customer Loyalty

    When it comes to retaining customer loyalty, a number of factors must be considered. In fact, an Accenture Seamless Retail Study found that almost half of surveyed consumers believe retailers need to improve integrating the store, online and mobile shopping experience. The study further found that when it comes to encouraging customer loyalty, understanding and determining what exactly prompts...

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  • Virtual Call Centers: Providing the Opportunity for Multi-Channel Support

    When it comes to providing customers with the dependable and reliable services they need, there’s more than one type of communication service and medium that can – and should – be utilized to achieve this goal. The form of communication customers depend on is not limited to one form. Therefore, it’s extremely important for companies to use more than...

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  • Social Media: A Core Business Element for Contact Center Success

    Customer experience management is critical to a company’s success. A large part of this involves tailoring service programs to incorporate channels of communication based on individual customer’s preferences. One such channel is social media – and it’s becoming increasingly popular. In a recent survey commissioned by market research firm Aberdeen Group on trends impacting contact center services, it was...

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  • Call Center Execs Confident in Customer Service, Yet Hesitant to Go Multi-Channel

    A survey conducted by Firstsource Solutions during this year’s Call Center Week 2013 – recently held in Las Vegas – shows that the majority of call center executives are sitting pretty when it comes to the quality of their customer service. In fact, 85 percent of those surveyed described their organization’s customer service as either “exceptional” or “good.” Meanwhile,...

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  • Social Media: Not Only for Disaster Recovery, but Disaster Response

    Vocalcom is a huge believer in the rise of social media for customer service. After all, one in every nine people on Earth is on Facebook, and Twitter handles 1.6 billion queries per day. All of these customers want to be serviced; however, we also know that the integral role social media plays for customer service can easily spill...

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  • Mobile Service Revenue Continues to Steadily Rise

    Mobile service continues to experience growth, but is anyone really surprised? This fact is evidenced by a recent research report from Infonetics Research, which reflects the pervasive nature of mobile devices; something that many would confidently confirm.  Stéphane Téral, principal analyst for mobile infrastructure and career economics at Infonetics, explains in an excerpt from the report that despite global...

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