• The State of Occupations Within the Telecom Sector

    All eyes are currently focused on the job market in the U.S. While all the talk these days is on manufacturing, however, there is one market that is growing at a much faster rate—the telecommunications sector. It has been reported that domestic hiring in the telecommunications space is up 5 percent over the past year, while every other job...

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  • The Importance of Eliminating Hold Time Now

    One of the challenges in running any contact center is making sure that the location is sufficiently and intelligently staffed. It’s not just about having the right number of physical agents on premises, but also about giving them the market’s most robust telemarketing software and tools to keep business operations smoothly flowing. Web, mobile and in-call virtual queuing capabilities...

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  • Giving a New Meaning to the Customer Experience

    As call center agents know, there is a lot more to customer service than merely picking up the phone and going through the motions. Agents need to be in tune to basic cultural and geographic sensitivities. For foreign agents who are not completely immersed in a country’s culture, however, this can be very difficult—especially if you operate on a...

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  • Believe it or Not, Holiday Shopping Has Commenced – Is Your Call Center Ready?

    Most of us may still be stuck in a summer haze, but that doesn’t mean we’re not already thinking about the holiday season. For many of us, thoughts of snagging the huge flat-screen TV you know your parents have been eyeing or that pair of designer sunglasses your best friend keeps talking about are creeping in your mind. You’re...

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  • The Majority of Online Customers Expect Assistance Within Five Minutes

    Yes, you read that correctly. A new 2013 report released by LivePerson Connecting with Customers shows that 71 percent of online customers expect assistance within only five minutes. Furthermore, if they don’t receive assistance, almost half (48 percent) will completely abandon the website. With over 60 percent of consumers saying they’re now online more than ever to shop and...

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  • Top Benefits of Vocalcom’s Web Customer Service Software

    Among the many call center applications, solutions and offerings Vocalcom provides, among the best is the service experience your customers can enjoy through the Web. Your website is essentially the face of your company. It’s the first impression you make, and you can’t afford to blow it. Your customers want to see how unique you are and they want...

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  • What is an In-Store Kiosk?

    Imagine being able to complete your entire shopping experience in-store but without the help of a single salesperson. This is absolutely possible by leveraging the power of an in-store kiosk for customer service. Today’s advanced call center solutions encompass multiple ways of innovatively connecting and engaging with customers. In-store kiosks are at the front line of doing so. In-store...

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  • Four Ways Your Call Center Software Should Support Web Service

    Research continues to show that customers demand interactive, robust service through your website. For example, did you know that one in five shoppers prefer online chat over any other form of communication? It’s time to elevate call center managers’ awareness of the vast potential of servicing customers via your website. The first step you need to take is investing...

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  • Top Collaborative Features Your Outbound Call Center Strategy Needs for Success

    Today’s sophisticated outbound call center strategy is much different from what is once was. Whereas agents once simply dialed a telephone number and left a voice message on a customer’s answering machine, there now exists a multitude of collaborative features to make this process more exciting, engaging and satisfactory for customers. Let’s take a look at some of the...

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