• Four Ways the Right Call Center Software Will Help Improve Service Quality

    Customers who reach out to call centers usually do so because they’re upset about something. Maybe they feel as though they’re getting charged too much. Maybe the product that they purchased isn’t working correctly. Maybe they’re disappointed in the quality of a service they’re receiving. Whatever the reason, callers aren’t usually in the best of moods, and it’s vital...

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  • Your Customers Love to Talk…Are You Listening?

    In our world today, people love to talk. Experience – whether it is great service in a restaurant or awful service at a clothing store – is something people typically like to share with family and friends. As we all know, word of mouth can completely make or break a business, especially your call center. Because of this, the customer...

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  • In-Store Connected Kiosks – Enhancing the Customer Experience One Store at a Time

    Companies seeking to enhance the customer service experience and streamline business operations may have to look no further than their fingertips. Solutions like Vocalcom’s interactive, in-store connected kiosk system are paving the way for innovative customer service techniques and reinventing the wheel when it comes to cross-channel retailing. The sleek, freestanding units are fit for an interactive Apple iPad...

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  • Why You’re Behind in the Game Without a Smart Web-Based Service Strategy

    It is now more evident than ever: Professionals need to adopt a new channel strategy. A strategy that supports customer service operations to align every type of communication channel to customer demand; a strategy that breaks down more siloed service channels to appeal to the large majority of today’s consumers; a strategy that encompasses the power of digital channels....

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  • Part 2 – Turning Your Contact Center into More than Just a Cost Center

    One huge challenge today for many enterprises is supporting consumers who begin transactions on one channel and then move to another. In part one of this series, we examined how customer experience teams need to better optimize these strategies for companies’ overall goals and objective with advanced, integrated call center software solutions. Perhaps one of the biggest downfalls for...

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  • Part 3 – Turning Your Contact Center into More than Just a Cost Center

    A mere few years ago, telephony-centric roadmap planning for the contact center primarily focused on proprietary hardware elements. However, as technology shifted to encompass integrated software suites, so too much contact center managers and decision makers shift their planning for similar integration. Contact centers plans of yesteryear need to be left on the cutting room floor as the industry...

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  • Part 1 – Turning Your Contact Center into More than Just a Cost Center

    Today, application development and delivery professionals are feeling the pressure more than ever to continually reinvent their contact centers. It’s about redefining the idea of the contact center and what it can do while at the same time keeping functionality, performance and service uncompromised. This is especially true when considering the last point – customer service – as emphasis...

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  • Contact Center Research Overwhelmingly Points to the Need for Outperformers

    It doesn’t take a rocket scientist to understand that agent performance within the contact center should be top of mind. Now, results from a recent Knowlagent survey confirm what contact center managers have been screaming for years: “We want outperformers!” In fact, an overwhelming 96 percent of contact center executives said that improving the performance of their agents was...

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  • Vocalcom’s Call Center Software a Business Essential for One Real Estate Company

    At first glance, the phrase “predictive dialer” seems a bit incorrect – how could a telephone possibly predict what a human being wants? Yet as MeilleurAgents.com can attest, predictive dialer technology is an effective way for call center personnel to better cater to their customers’ needs and, ultimately, lock in a steadier flow of sales. MeilleursAgents.com, a French real...

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