• E-mail Increasingly Important for Virtual Call Center Operations

    E-mail is proving to be an important part of not just day-to-day tasks, but also virtual call center operations. Leveraging e-mail as a way to communicate, not just with personnel but also with customers, is a fantastic way to use 21st century communications. Through this practice, it’s possible to not only increase general customer interaction, but, perhaps more importantly,...

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  • Three Unique Strategies for Securing Customer Loyalty

    One of a company’s most lucrative – and, at times, overlooked – assets is its customers. This is especially true in the contact center industry, where it’s essential to prioritize call center solutions that seek to better address and engage with customer needs and interests. In light of this, Couch & Associates Inc. recently released an infographic demonstrating the...

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  • Majority of Call Center Execs Believe They Deliver High Quality Customer Service

    We all know that providing stellar customer service is important. This means ensuring a positive customer experience and adopting a multi-channel approach so that your customers are constantly satisfied. Despite these being the top two challenges cited by contact centers today, call center executives are apparently very confident when it comes to the customer service they deliver. According to...

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  • The Importance of Giving the Customer a Voice

    Oftentimes, customers think that their comments go unheard – filtered to some dark, lost and frightening place – because they don’t know when a company has incorporated their feedback. It can be difficult to assure customers that their helpful suggestions for improvement to your products, services and more have been carefully and thoroughly considered. Of course, this is where...

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  • Make Your Customers Feel Like Number One

    There is no such thing as “one size fits all” when it comes to customer service. In today’s increasingly digital world, consumers are quickly getting used to the idea of customizing their experiences – be it by streaming episodes On Demand on Netflix or marking a song “thumbs-up” on Pandora Radio. So, why should your call center solutions be...

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  • A Refresher’s Course on Vocalcom’s Core Offerings

    Most of us are still caught up in that brutal summer haze; the heat waves, the redundant whirr of the air conditioner on full power, the lazy weekend days spent at the beach. However, before you know it, the infamous day will come when the world goes back to school. We’re quickly approaching the half-way point of August, which...

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  • Tips and Tricks of Today’s Top Performing Customer Service Organizations

    Customers comprise the heart of any thriving, growing business; if their needs aren’t properly being met, you can bet business performance is on the decline. In today’s day and age, customers empowered with tools like social media have increased expectations and hold a lot more influence over a company’s success. This change in dynamic is why many executives have...

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  • Getting to Rediscover Vocalcom

    Those of you who regularly keep up with our “Trends Blog” most likely have a deep knowledge of the types of call center solutions we offer and are familiar with Vocalcom’s core competencies. But we want to set aside some time for any of you who are new to this page. We want to whole-heartedly welcome you and invite...

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  • U.S. Healthcare Call Center Under Heat for Misleading Employees

    What is the result of excellent call center software? Simple: Happy customers and happy employees. However, what many call center managers should keep in mind is that customer satisfaction is equally as important as customer satisfaction. Think about it – can unsatisfied employees offer the best possible service? In Contra Costa County, that wasn’t the case. Contra Costa County recently...

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