• Counting Down to the Holidays, Call Center Style

    Are you ready for the holiday rush? We don’t mean the hustle and bustle of people loaded with packages bumping into each other in your local mall. We mean the rising number of customer contacts that your company will start to get as individuals get closer to the height of the season. This year, expectations are that call centers...

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  • What Role Does Gamification Play in the Call Center?

    While every job is always going to feel like ‘work’ to a certain extent, gamification is making strides to reduce that feeling as much as possible. Gamification is the process is which normal work processes are turned into competitive activities, transforming goals into awards to build a sense of camaraderie among co-workers. When it comes to call center software,...

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  • Shielding Your Bank’s Call Center from DDoS Attacks

    While every call center manager is grateful for the work that his or her agents do each and every day, some industries in particular need to take extra care in ensuring that the call center software provided to agents can help them counter the very real threat of a distributed denial-of-service (DDoS) attack. One such space is the financial...

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  • New Global Contact Center Report Reveals Key Industry Insights

    The contact center of the future is going to require a significant balance between utilizing the latest technology and keeping customers engaged and agents happy, according to a new 2013 Global Contact Center Benchmarking Report. The report – based off of a survey commissioned by Dimension Data – questioned 817 participants across 11 business sectors from 79 countries, ensuring...

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  • Just How Viable is Kindle Fire’s ‘Mayday’ Video Service?

    For so long, the call center has been about the phone call and being able to dial out to receive help. Dealing with e-mail, pop-up chats and social media sites like Twitter and Facebook have been difficult enough for some consumers, let alone throwing video into the mix. For some, trying to work with new software and video cameras...

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  • Raising the Standards of the Telephone Call Center

    When the Affordable Care Act website was encountering some problems, a phone number was given for customers to dial into to seek assistance. For those of us dealing with call center software, though, the notion of a telephone-only call center seemed like a well-intentioned – yet perhaps unrealistic – solution to a multi-channel problem. Those in the health policy...

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  • Five Ways to Reduce Complaints and Improve the Customer Experience

    You’ve probably heard the expression, “I’d rather have a tooth pulled than ” Well, all too often, what fills in that blank is “call customer service.” From long wait times to having to press too many buttons to get through the IVR, 15 percent of respondents to a recent survey actually said that they would rather...

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  • Teaching Compassion to Achieve Satisfactory Call Resolution

    There’s nothing that calms an upset customer more than genuine compassion. For instance, “I’m so sorry that happened to you” or “I apologize, let me take care of that for you” can oftentimes be the remedy to a fuming person on the other end of the line. Call center reps must have a thick skin because they deal with...

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  • Small Companies Turn to Call Center Solution Partners to Help with TCPA

    It’s been nearly 30 days since the updated Telephone Consumer Protection Act (TCPA) went into effect (on October 16th). By now, most medium to large companies have shored up their permission language, with business rules already being out in the market for following the guidelines for turning prospects into customers. Many smaller companies, however, are still struggling to find...

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