• Hot Call Center Topics: Computer-Generated Scripting

    With each passing year, we learn more about the inherent potential in computing technology. Moore’s Law tells us that computing power doubles every two years. Just take a look at how fast your smartphone is in 2013 compared to just a few years ago, if you have any doubt that this trend will continue. While we aren’t at the...

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  • Super Typhoon Haiyan and Disaster Recovery

    When tragedy strikes, there is such a sense of awe and dismay that it can be difficult to even think about what next steps can be taken on a business level. As the Red Cross and other organizations work to help those in the Philippines who have been affected by Super Typhoon Haiyan, it’s important to make sure that...

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  • Revolutionizing the Virtual Call Center Experience

    For an industry that keeps customer service top of mind (which should really be every industry), it is important to stay on top of the latest trends and innovations in the field. This is especially true of call centers, as one’s experience within the call center can have a direct impact on the continuation of the customer relationship. So,...

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  • Adapting to the Needs of a New Generation of Disgruntled Customers

    Every company loves the appreciative and cooperative customer. This person is the ideal interaction that fits neatly into a box, essentially representing reliable, repeat business. The unfortunate reality, however, is that satisfied customers aren’t your only customers. In fact, the ones that your company interacts with the most are likely on the “seeking satisfaction” end of the spectrum. Knowing...

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  • Personalizing the Customer Relationship through your Call Center Application

    Amazon defined the true meaning of personalization nearly two decades ago when it started making product suggestions to customers and site visitors based on their past behavior. Since then, most companies have tried in some way to incorporate personalization into their customer experience. As a journey rather than a destination, achieving this is a work in progress. However, successful...

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  • Turning Your Call Center into a Cutting-Edge Financial Services Center

    When John walks into his local neighborhood bank on a Saturday morning, he knows that he’s going to get a friendly experience. A chat with the manager, Solomon, who is out on the floor making sure every customer is taken care of quickly and efficiently, and then another with Ruth, the cashier. It’s always good to see a friendly...

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  • Preparing for the Next Wave of the Customer Revolution

    By 2016, more than one-third of all inbound customer service calls will come from smartphones, according to Forrester Research. Is your call center ready for that much customer power? One way to prepare is by adding a cloud contact center solution to your mix. With a cloud-based solution, companies can: Meet customer service growth goals without adding to their...

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  • Maintaining a Call Center That Expects the Unexpected

    What happens when your company’s website experiences such a drastic glitch that it could lose thousands of dollars in just minutes? Such an occurrence happened to the U.S.’s largest retailer Walmart, whose website – due to an internal error – was offering items at an almost 100 percent discount when compared to what they were originally priced at. For...

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  • Getting Your Call Center Ready for the Holidays

    Research shows that a great customer service experience can make or break a sale over the holidays. In fact, 50 percent of U.S. customers say that customer service gets worse during the holidays, while 73 percent are willing to pay more for a better experience, according to aggregated data from a recent CMS Wire infographic. Needless to say, the...

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