• 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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  • Three Must-Have Features For Strengthening Virtual Call Center Agents

    Taking call center operations into the virtual realm has proven quite beneficial for business managers and contact center professionals for several reasons: significant cost savings, increased productivity and greater overall flexibility. Perhaps most notable, however, is the benefit of improved agent efficiency and increased employee satisfaction. Despite widespread initiatives for employees to work inside the office – like Marissa...

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  • The Contact Center in 2013 and Beyond: Top Industry Predictions, Trends and More

    If you were to ask 10 business executives how they envision the future of the contact center, you would most likely get 10 varying answers. When it comes to painting a precise picture of the customer experience next year or five years from now – and more importantly, call center solutions that will support the customer experience – the...

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  • PCI DSS Compliance Increasingly Important as Call Center Security Concerns Grow

    The call center industry is certainly no stranger to security concerns. The thought alone of security going awry is distressing enough to keep any call center manager or decision-maker on his or her toes. This burdensome thought, however, can become a daily reality when your contact and customer service staffers are outsourced to countries overseas. Locations like Nicaragua and...

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  • Why Your Call Center Needs to Start Thinking Creatively

    As customers’ shopping habits continue to change, corporations similarly must continually re-imagine how to best handle customer service. Gone are the days where there are set business hours for shopping and interactions with customers only took place in certain contexts. While physical customer service locations are still an important part of the customer service experience, various call center solutions...

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  • Your Average Customer Manages Three E-mail Accounts

    Your customers are overwhelmed, and now, research is proving this to be truer than ever. Think about it: As we continue to technologically progress, customers are being given more and more channels for managing and maintaining their daily affairs, which translates to more channels for your contact center to connect and engage through. As unbelievable as it now seems,...

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  • Chat Apps Are Edging Out SMS: What it Means for the Contact Center

    Mobile chat apps are becoming a new customer communication standard. These types of services were initially brought to market with social connectivity in mind, but with the increasing evolution of instant messaging (IM) and related presence solutions and the swift decline of text messaging (or SMS), it seems that chat apps could be the next best technology for the...

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  • Is Facebook Slipping as a Top Customer Service Channel?

    Are all of the reports about how advantageous Facebook is for customer engagement just one big lie? Businesses everywhere have been happily bouncing upon the social media springboard to gain leads, secure sales and, most importantly, establish stronger relationships with their customers. While social media is a strong and growing way to connect with customers, research shows that there...

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  • Key Differences Between the SMB, SME and Large Enterprise

    SMB, SME and Large Enterprise There is no stopping the small-to medium-sized business (SMB), as research indicates that this market is growing faster than small-to medium-sized enterprises (SME) and large enterprises. You may find yourself asking, where does my business fit on this spectrum and how do I invest in technology and products accordingly? At Vocalcom, we stress the...

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