• A Closer Look at Why Complexity is Today’s Biggest Multi-Channel Challenge

    If you’re involved in the contact center industry, you’ve most likely heard the customer request for multi-channel customer service; however, 40 percent of companies aren’t hearing their customers clearly. According to Econsultancy’s Multi-Channel Customer Experience Report, 40 percent of organizations say that complexity prevents them from improving their multi-channel service or from considering more advanced call center applications, solutions...

    Read more
    Read more
  • How Travel Agencies Can Leverage a Unified Digital Call Center

    Travel agencies can either be a customer’s best friend or worst enemy. Snagging that last minute flight or booking hotel rooms for vacations can oftentimes be a stressful process. Because of this, it can unfortunately be associated as something that your customers just want to get done and over with. However, with the right solution, you can take your...

    Read more
    Read more
  • How the Logistics Industry Can Leverage a Unified Digital Call Center

    Whether it’s moving 1,000 cartons of oranges from Florida to California or moving antique furniture across the Pacific Ocean, logistics companies are under a lot of pressure to deliver products on time, not to mention responsible for anything that may go wrong during the delivery process – which is why communication is key. Nothing is worse than eagerly waiting...

    Read more
    Read more
  • Over Half of Contact Center Managers Feel There is No Need for Multi-Channel Service

    Customers continue to crave a broader set of reliable service channels. They want to use the kind of channels that they’re using in their personal lives. This fact has been made clear over the years, but then why is it that some businesses do not comply? As one of today’s most trusted providers of multi-channel customer service solutions, we’ve...

    Read more
    Read more
  • Digital Customer Service is King Right Now

    Any company that has dealt with an irate customer who was put on a long hold or whose call was dropped knows that good customer service is key to a business’ success. More specifically, it knows that responsiveness is the definition of “good service.” Your customers have the right to expect that their questions will be answered and that...

    Read more
    Read more
  • How the Banking Industry Can Leverage a Unified Digital Call Center

    Banks have always been a top performer in the call center industry. The need for optimally performing contact centers in this industry is extremely high – especially for an organization that consistently handles extremely sensitive and private customer information. For banking or financial institutions, the call center is normally considered a great way to slash costs and improve customer...

    Read more
    Read more
  • The Nature of the Multi-Channel Challenge

    Multi-channel customer service is explosive right now. In fact, it was one of the biggest trends identified at this month’s Call Center Week 2013, a highly anticipated industry event held in Las Vegas, Nev. from June 13-14. As a pioneer of the evolved, digital, cloud contact center, Vocalcom is always interested in learning more about the state of multi-channel...

    Read more
    Read more
  • How the Car Dealership Can Leverage a Unified Digital Call Center

    The art of selling cars is considered one of the most competitive. Thanks to the advent of the Internet, social media and more, that art has expanded to reveal ample areas of untapped opportunity for acting on leads, engaging customers and locking in sales. This is where a unified digital call center plays a leading role. Let’s say a...

    Read more
    Read more
  • Enjoying Your Call Center’s Social Life with Facebook

    You have just arrived at the airport from a wonderful and relaxing exotic vacation. As you wait at baggage claim, you decide to connect to Facebook with your smartphone to rave all about how great your trip was; the food, the flight, the hotel and more. Instantly, your travel agent sees your comment on the social networking site and...

    Read more
    Read more