• You Don’t Want Your Customers to Download the Call Block App

    It seems all too easy to pass off telemarketers as being overbearing, pushy or downright disrespectful. After all, the telemarketing industry is a booming one, but it’s comprised of many fraudulent companies with deceptive motives. Even if a company isn’t a sham, it can be easy for its operations to slip into one that appears unreliable or money-hungry. That’s...

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  • Investing Your Contact Center in the Web-based Customer Relationship

    The current atmosphere of doing business – no matter what kind – is evolving. And, with the huge influx of organizations’ Web presences, this constant evolution is not so much a step that must be taken in order to thrive, but rather a continual slope that must be followed. Mobile devices are in fact a big part of this;...

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  • A Carefully Constructed Roadmap Can Increase Contact Center Flexibility

    One of the largest benefits to contact centers is the numerous applications and components that are available in the technology. Tools like predictive dialing, e-mail management, chat services, quality monitoring and interactive voice response (IVR), for example, have been some of the most successful and widely implemented; however, there can be a downside to all of these options that...

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  • ICMI’s Call Center Demo & Conference 2013 Was a Success

    A few weeks ago, the Vocalcom team packed its bags and headed down to Georgia for ICMI’s annual Call Center Demo & Conference 2013, held October 21-23 in Atlanta. The industry event is deemed a “must attend,” and we can certainly attest to this statement personally. We had such a great time networking with other leading industry players and...

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  • Research Continues to Show the Correlation Between Cell Phone and Online Use

    An online presence is necessary for any company looking to succeed in today’s ultra-competitive market. That’s because clients and end users are more likely than ever to interact with their service providers over the Internet – be it for research, account management or basic support. To take this a step further though, is to successfully develop an online presence...

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  • Seeing Your Customers’ Most Important Conversations over Every Medium

    When structuring the scope of your business and customer relationships, it’s essential to keep a proactive approach for delivering stellar customer service – especially when it comes to multiple communication channels. For example, there’s a huge difference in saying you’ll better track a list of metrics and actually pushing for it. To this end, learning about what is happening...

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  • Making Room for Improvement: How Does Your Contact Center Measure Up?

    Customer service is the backbone of any call center software so, needless to say, it’s imperative that call center managers and leaders elevate awareness of how their service center stacks up in the ways that are most important to the consumer. Let’s take a deep dive into some key metrics that any contact center should be aware of and...

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  • Why Every Customer Service Rep Needs to be Like this Netflix Employee

    When customers reach out to a company’s service department, what they want to hear on the other end of the line is someone who understands them; someone who they can rest assured knowing will take care of their problem. Recently, Netflix proved that it is more than capable of doing a great job of this. Why? Customers who connect...

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  • Top Tips for Shifting Your Customer Demographic

    While all customers are becoming increasingly multi-channel today, taking a targeted multi-channel approach can also help brands expand their business to engage new demographics.  Consider Hennessy, an upscale cognac from French company LVMH (Louis Vuitton, Moët Hennessy). The brand wanted to reach a younger audience, and so it created a multi-channel campaign that included a micro-site featuring rap artist...

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