• Telecom, Data Equipment Software Market on the Fast Track

    In its recent annual telecom and data equipment and software report, market research firm Infonetics Research projects an optimistic five years of sturdy continued growth for the telecom and data equipment software market, despite being in the midst of an economical low. Telecommunications – communication over a distance by technological means – has truly taken off (as a provider...

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  • Powerful Statistics Prove the Value of Seamless, Integrated Multi-Channel Service

    According to a recent survey conducted by marketing technology provider Neolane and the Direct Marketing Association (DMA), companies should be neck deep in their mission to make customers feel like they are the highest priority. In fact, 77 percent of survey respondents said that real-time personalization is highly important for driving their customer satisfaction strategy. The study further expressed...

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  • Surprising New Twitter Statistics That Could Shake Up Your Service Strategy

    At this point, we think it’s safe to say that your company has a Twitter account. The question should now be how active that Twitter account is. In its most recent customer service study, data and analytics company Simply Measured reveals a new round of Twitter statistics that should get your wheels turning as to how your current customer...

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  • Forrester: Applications, Software Top Two Drivers of Huge Global IT Spending Growth

    If you have ever wondered what’s driving today’s tremendous global IT spending growth, top industry analyst Forrester Research has the answer for you – applications and software. In fact, in its recent market research report, Forrester presumes that global IT spending will reach $2.06 trillion in 2013, fueled primarily by software and applications. Forrester further found that software will...

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  • Smartphone Adoption Climbs Higher Throughout Second Half of 2013

    Industry analyst IDC recently discovered that smartphone shipments are expected to grow by as much as 32.7 percent. In fact, IDC’s findings also show that smartphone shipments have actually risen above feature phone preferences. Ramon Llamas, ICD’s Mobiles Phones program Research Manager, shares that “2013 will mark a watershed year for smartphones.” Llamas adds that many competing vendors have...

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  • Best Practices for Servicing Your Smartphone Customers

    In today’s fast-moving society, it’s important for call centers to apply different techniques in order to meet the wide array of demands that consumers can have. If you’re looking for some call center applications that will help develop a positive customer service experience, two main components can be incorporated to achieve this goal: social media and mobile apps. Social...

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  • The Relationship Between Agile and Multi-Channel Service

    So much emphasis has been placed on strengthening multi-channel service within the contact center that some business execs are forgetting about the importance of providing agile service. Why is it important that they remember both? Because your customers want both…and they’re not willing to compromise. In fact, 89 percent of your customers are likely to consider your competition if...

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  • How to Choose the Right Social Media Platform For Your Call Center Goals

    Today’s more advanced contact center offerings boast seamless and intuitive social media support, but that doesn’t mean they are necessarily easy for a contact center manager to leverage. Social media is not a one-size-fits-all type of strategy and, accordingly, neither is the type of social media you leverage to meet you contact center goals. Here are some tips and...

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  • Contact Center Social Media Use Projected for Extreme Growth

    We can’t live without social media, and now, neither can the call center. Thanks to the Internet, the workplace has completely evolved and, accordingly, call centers are becoming increasingly advanced by integrating new and disruptive technological solutions (of course, social media just happens to be one of those solutions). At this year’s Call Center Week in Las Vegas, Nevada,...

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