• Lessons Learned by the Successful Call Center

    School teaches us more than reading, writing and arithmetic – it provides us hands-on experience with life lessons. Follow these rules – inspired by early education – to make your call center the strongest it can be. 1.       Treat others the way you want to be treated They say the customer is always right; however, it can sometimes be...

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  • The Evolution of Customer Loyalty: It Doesn’t Happen Overnight

    It’s not easy to establish customer loyalty. It takes the effort of laying the foundation for a sturdy house brick by brick; it requires the commitment of painting a masterpiece one patient brush stroke at a time. If you’re looking to bolster brand loyalty, here’s one clue for you: Your customers want multi-channel integration. In fact, almost half (49...

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  • If the Contact Center Were a Person, What Would It Be Thinking?

    Allow us to pose one simple question: If the contact center were a person, what would it be thinking? If it had a brain, a heart and could formulate thoughts, what would they consist of? We’ve compiled a list of questions and thoughts that we think the contact center would say – that is, if it only had a...

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  • Providing Flexible and Creative Opportunities with a Virtual Call Center

    The virtual call center is a relatively recent phenomenon that has taken multiple industries by storm. The technology has not only proven itself a dependable customer service solution in adverse situations, but it’s also an excellent form of employment that provides multiple benefits to companies that offer it. Even more, a positive working relationship can be quickly established between...

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  • How Does Your Call Center Software Meet Small Business Expectations?

    Beware: Small businesses may seem the tiniest and lightest compared to small- to medium-sized enterprises (SMEs) and large enterprises, but they are currently dominating the technological and customer service markets. Not only is the small- to medium-sized business (SMB) considered the fastest growing, but it is apparently very particular about the way in which its business needs are met....

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  • Hermes Net Version 5 is Taking Customer Engagement a Significant Step Further

    Vocalcom is pioneering the continuous reinvention and evolution of call center solutions for businesses worldwide, empowering users to push the limits and break all boundaries of the customer experience. Continuing with this theme, Vocalcom is proud to reveal its newest product, Hermes Net Version 5, which comes fine-tuned and fully stocked with exciting new features as well as many...

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  • Empowering Your Contact Center’s Live Chat Engagement Initiative

    Your customers are looking for something new. They want something fresh and different and innovative, which has lent a hand to many advanced call center applications, solutions and software. With the advent of multi-channel contact center support, you can deliver the ultimate service experience to your customers. Among this array of new and improved customer channels is live Web...

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  • Peru’s Contact Center Industry Shows Extreme Potential

    As the contact center industry continues to expand worldwide, Peru has proven that it won’t be left behind. According to Associacion Peruana de Centros de Contacto (APECCO), in 2012 alone, Peru’s contact center industry grew an impressive 17 percent. As demonstrated in this infographic by Nearshore Americas, of particular interest was the growth of Peru’s export sector, which increased...

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  • Mastering the Art of Routing for Contact Center Success

    When it comes to certain factors that could make or break your call center, routing should be one of the first to come to mind. Routing within the call center is a huge part of what makes a customer’s call center experience productive and efficient. If calls don’t go through to the right agent, your customer won’t stay on...

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