• What Drives Your Contact Center Engagement?

    Wouldn’t it be nice if your business could reach out to customers anywhere, anytime and on any device? Due to growing social media and cutting edge technology, this is now very much possible. The Drive is just one of many call center solutions powered by Vocalcom that drives (no pun intended) our promise of delivering exceptional customer service. In...

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  • The Call Center is Here to Stay

    When a customer has an urgent question or complaint, nothing is more irritating than reaching a voice recording, or in other words, being placed on hold. In fact, 79 percent of consumers prefer to speak to another person over the telephone over any other method of communication when trying to reach a customer service center. For this reason, phone...

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  • 10,000 Years of Hold Time is a Lot of Waiting

    Nearly 60 percent of consumers are not willing to stay on hold for more than 60 seconds, according to a recent survey from Velaro. However, according to a new poll this year, 86 percent of American consumers are put on hold every time they call a business. Ready for the icing on the cake? The average person will spend...

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  • Part 1 – A Blueprint for Your Future Unified Contact Center

    While staffing your call center with capable, intellectual and goal-oriented agents is without a doubt important, today, you no longer have a competitive edge if your agents solely boast superior call management skills. Nowadays, you need to have an intelligent contact center supported by best-in-breed call center software capable of handling every type of customer request – no matter...

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  • Vocalcom Supports Cosevad’s Quickly Growing Call Center

    For Cosevad, a wholly-owned subsidiary of the Generali Group involved with selling health, life, disability and funeral insurance products, happier agents plus happier customers equals greater economic success. And with a short-term goal of more than tripling its employee base, the company was in search of a solution to drive efficiencies in its quickly expanding contact center. The company...

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  • Business Continuity, Disaster Recovery and Your Call Center

    The call center has been integral in helping the world overcome natural disasters. A quick scan on the Web will show that in the U.S. alone, there are countless centers offering support, relief and resources after 2012’s Hurricane Sandy and the February 2013 nor’easter that quickly followed. More recently, the tornado that uprooted the state of Oklahoma in May...

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  • Part 2 – Keeping up With Your Consumers with a Unified Call Center Solution

    There are a variety of call center solutions available today to ensure that your customer’s every need is met. As a thriving business, you’re encountering a growing customer base with diverse engagement and service preferences. In part one of this series, we identified how the unified contact center affected the Baby Boomer generation and Generation X. Now, let’s take...

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  • Part 1 – Keeping up With Your Consumers with a Unified Call Center Solution

    Identifying how to better serve your customers in the here and now is never a bad idea, but learning how to target your customers of tomorrow will make your call center truly influential. Who is going to be calling your call center next week, next year or 20 years from now – and how do you need to adjust...

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  • Part 3 – Top Three Ways to Master the Cross-Channel Customer Experience

    The significance of multi-channel marketing has not gone unnoticed by some of the leading companies out there, and that’s because the statistics don’t lie. Specifically, 80 percent of shoppers are more likely to do business with a company who offers easy and flexible interaction across all channels. Moreover, 70 percent of retailers find cross-channel customers more profitable because they...

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