• Is Your Contact Center Evolving into a Relationship Center?

    Everything evolves. It’s a simple fact of existing, and this is no different for businesses, customers or contact centers. In fact, one of the more important aspects of maintaining a successful business is to not just evolve, but to do so consciously and in tandem with clients (if not in a way that anticipates their evolution). In a society...

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  • Three Ways the Contact Center is Evolving into a Relationship Center

    For years, contact center solutions have been leveraged to interact with customers on a more personal level; however, there has been a notable shift in ideology in recent years. More specifically, it has become apparent that contact centers are becoming more than just a Q&A resource, but rather, are the de facto face of the company. Think about it…on...

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  • Three Lessons Learned from an Obamacare Call Center

    Call center solutions are employed in a variety of capacities, and the state-based health insurance system is no exception. Given the recent government changes in policies and coverage, there is no doubt that the customers of these services (the hundreds of thousands of them) are going to have great questions and necessitate more interaction with service providers. So when...

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  • What is an Informal Contact Center?

    With budgets today at an all-time low, companies are continually looking for ways to increase performance and reduce costs in the call center. From IVRs to website FAQs to live online chat, there are many ways companies can bring the cost of a call in line with the value of the customer. But these aren’t the only ways companies...

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  • Four Ways to Ramp Up Your Retail Contact Center for the 2013 Holiday Season

    We are smack dab in the busiest time of the year for retailers. The holiday season is quickly approaching, and the all-time craziest day of the holiday shopping season – Black Friday – is only weeks away. For retailers, this means one important thing: supporting their contact centers. Every year around this time, contact centers are simply flooded with customer...

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  • 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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