• What the New iPhone 5s Means for the Contact Center

    Just a week or so ago, the world was filled with video footage showing people from the U.S. all the way to Japan standing in line overnight outside of an Apple retail store. They were lined up to buy the new Apple iPhone 5s, and nine million of them walked away with one (and that was just the first...

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  • The Evolution of Enterprise Communications Technology

    Enterprise communication technology has made enormous leaps forward in the past few years with the development of cloud technology, smartphones and the integration of connectivity into consumers’ everyday life. By taking a look back at the progress over the last few decades – from the typewriter to the advent of the cloud – it is exciting to think of...

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  • Top Ecommerce Sites Are Rapidly Slowing: How Is Your Contact Center Managing?

    We supposedly live in a world of high-speed browsing, when in actuality, we live in a world where Internet speed is a slow but surely ticking time bomb. Consider that back in December 2011, the average load time for a site was about 5.94 seconds. Fast forward to March 2013 and that number has increased to 7.25 seconds. This...

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  • Three Keys to Achieving a First-Rate Virtual Call Center

    Empowering staff is one significant challenge that virtual organizations easily run into. Since a majority of these companies’ employees are not based in a physical singular office location – but instead geographically dispersed nationally or even internationally – it can be all too easy for the workforce to feel ill-at-ease or ill-equipped. While virtual call centers certainly provide many...

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  • Celebrating National Customer Service Week, October 7-13, 2013

    In October 1992, George H. W. Bush, the 41st president of the United States, declared by written proclamation that the first week in October every year would be designated National Customer Service Week (NCSW). As this week commences the 21st anniversary of NCSW, the Vocalcom team would like to take the opportunity to congratulate everyone in the customer service...

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  • In the World of Contact Centers, More May Not Be Merrier

    We’ve all heard the saying, “the more the merrier.” In the world of the contact center, though, this phrase is often met with more than a little ambivalence. For example, the more customer loyalty you have, the better; however, the more systems your company operates on, the worse. That’s exactly what happened for one client of ours – teleservices...

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  • What Moore’s Law Has In Common with the Contact Center

    For many contact center managers, the prospect of figuring out how best to utilize contact center agents in dealing with Facebook and Twitter messages and wall posts and direct messages can be a daunting task. It’s easy to fondly recall the days when e-mail was the new big thing that contact centers had to additionally manage. Now, today’s multi-channel...

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  • Customer Loyalty is a Two-Way Street

    In the contact center world, it’s easy for agents to become overly concerned about how customers view them. Are they doing too much? Not enough? Helpful? Unhelpful? It turns out, though, that customer/business interaction is a two-way street. Customers are less concerned with anything lacking during their interactions with you, but rather want more control over the entire the...

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  • Exploring Automation in Customer Service

    Oftentimes, it can seem that the most efficient and useful tools for contact center agents can also be the most frustrating for customers. When customers place phone calls to a contact center, they do so with the hope of speaking to a real, live attendant. But, as anyone who’s worked in this space knows, the number of agents to...

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