• 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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  • It Doesn’t Matter Whether the Customer is Always Right – the Customer is Always a Customer

    As much as contact center agents can grow weary of difficult customer inquiries – the kind where the customer simply cannot be satisfied by the agent’s responses – customers are equally ambivalent when they reach out to a contact center agent. They’re hoping for the best and worried that they perhaps do not have the proper information that will...

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  • How Are You Following Up and Acting on Customer Feedback?

    With the exponential growth of Web-based interaction and the proliferation of the Internet, fostering customer collaboration should now be easier than ever. In this same vein, gathering feedback and complaints from customers interacting with your center software becomes that much easier; however, knowing this information isn’t enough. The most important aspect to customer relations is the responsibility of company...

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  • Leverage Proactive Communication when Speaking with Customers

    It should go without saying that proactive communication is an extremely important part of the overall customer communication process. Implementing proactive communication is critical for any company that is currently leveraging the flexibility and versatility of a virtual call center solution. For example, the role that virtual call center agents play is vital when it comes to which channels...

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  • Empowering Customers With Empathy

    No one wants to feel like just another number and, at the same time, everyone immediately feels better when they feel like they’re understood. Similarly, employees don’t want to be faceless and brushed aside, and this is of course infinitely true for the customers that they serve. In fact, according to a recent poll done by RightNow Customer Experience...

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