• Fast Facts that Could Save You From Bad Customer Service

    What would you consider the top threats to your contact center? It shouldn’t take long to identify bad customer service. This is where the majority of contact centers feel vulnerable, and it’s not hard to understand why. In fact, 89 percent of buyers have switched to a competitor after receiving bad customer service and 86 percent would pay more...

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  • Virtual Queuing: Changing the World one Callback at a Time

    ‘Your estimated wait time is between three and five minutes. Please stay on the line until the next agent is available.’ How many times has this automated message been relayed to us? During our short lunch break? When we have that slight gap open to dial in and resolve that pressing issue? It seems like we’re always put on...

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  • SMBs Maintain ‘Conservative’ Approach to Unified Communications and Collaboration (UCC)

     The proof is in the research: SMBs continue to remain hesitant toward adopting unified communications collaboration (UCC) applications and tools. A new survey, “Unified Communications and Collaboration (UCC) Channel Partners Survey” released this month by ReportLinker.com shows a striking difference when compared to adoption rates of their larger counterparts. The survey also shows that although SMBs are maintaining an...

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  • How Would You Describe Your Company?

    Is your business creative? Innovative? Visionary? The way that you describe your core competencies should essentially be what is driving your call center operations. U.K.-based Flow Energy, an energy supplier, describes itself as exciting. The company came to the market with a unique proposition, and of course, this required a unique contact management solution. In penetrating a highly competitive...

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  • Gaining a Competitive Edge with Live Web for Customer Service

    It’s simple: the contact center should allow you to engage with your customers like never before. This is likely why multi-channel customer service has been projected for significant continued growth, which points to the fact that your customers not only want but need multi-channel service. Research shows: Average time spent on Facebook per month: 6.9 hours – compared to...

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  • Three Major Disruptions for the Contact Center Industry

    The call center is certainly not full of butterflies and rainbows. If it was, we’d collectively take a deep breath and move on knowing that our operations are being efficiently met. But this is the real world, and there are very real complications and disruptions that face the contact center industry – disruptions that you need to know. Let’s...

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  • Two Companies, One Successful Long-Term Relationship

    In an interview with Claude Briquet, the founding director of ADM Value, we learn about the power and reliability of Vocalcom’s technology. A call center specializing in outsourcing and managing offshore client relationships, ADM Value sought out a dependable contact center solution in 1997. The company invested in Vocalcom only two years after its initial launch and has since...

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  • Where’s the Link Between You and Your Customers?

    For many, the weather is warming; the trees are in full bloom, the shorts and t-shirts are emerging from long-forgotten dresser drawers and the sunglasses are shielding bright rays. Of course, sales in these seasonal products are bound to spike – but, as a customer, there’s so much to choose from. There are thousands of black, sleek sunglasses in...

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  • Part 2 – A Blueprint for Your Future Unified Contact Center

    The traditional brick-and-mortar call center of yester-year is no more. In place of ergonomic call center furniture and hundreds of agents is the virtual call center—an off-premises customer support division that is vastly more “intelligent” then it was in past years. Last week, we explored the rise of the “intelligent call center,” or a center featuring best-in-breed call center...

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