Archive for the 'Call Center Solutions' Category


Multi-channel customer service: the holy grail of contact centers

Published under Call Center Solutions,Customer Service on

Recently, I wanted to know some information about my insurance policy and I visited the company’s website to figure out the way to reach them. There were no numbers provided on their site and I was directed to send a text message to a particular number and one of their agents would call me back. It took 4 hours for…
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A few compelling reasons to move to cloud contact centers

Published under Call Center Solutions,Cloud Technology on

Cloud is the new normal for most enterprises with most of them have moved to the cloud or in the process of moving to the cloud and contact centers are no exception to this normal. Studies have shown that two-thirds of the contact centers are open to moving to the cloud. However, how do you know whether the cloud migration…
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How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

Published under Call Center Solutions,Call Centers on

Customers today expect to have instant access to information, particularly in times of crisis. They also expect to receive that information, as well as updates, directly, as soon as a problem such as an interruption in utility service occurs. Most importantly, customers don’t want to have to gather that information on their own by accessing social media or reaching out to the utility company directly, particularly during severe weather events or power outages. Continue Reading »

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Business Intelligence, Dashboards and the Modern Call Center

Spreadsheets in the modern call center are more or less out; real-time reporting business intelligence (BI) via cloud-based call center technologies is in. It’s the only way to keep up with the faster pace of today’s world. Consumers and clients want answers and to make purchases, now. They won’t stay on hold or linger to hear the fifth repetition of…
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5 Reasons Your Cloud-Based Call Center Technology Should Integrate with Other Platforms

Published under Call Center Solutions,Call Centers on

The cloud has leveled the playing for small- and medium-sized businesses (SMBs) hoping to compete against Fortune 100 and 500 companies, as well as large enterprises seeking to expand globally. Through cloud-based architectures, software, and services, organizations of all sizes can compete within their respective industry verticals. However, the burgeoning cloud BPO market may have a grim lining: all the…
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How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

Published under Call Center Solutions,Call Centers,Utilities on

Customers today expect to have instant access to information, particularly in times of crisis. They also expect to receive that information, as well as updates, directly, as soon as a problem such as an interruption in utility service occurs. Most importantly, customers don’t want to have to gather that information on their own by accessing social media or reaching out to the utility company directly, particularly during severe weather events or power outages. Continue Reading »

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New Call Center Technology for the Healthcare Industry Can Improve Communication and Increase Revenue Across the Community

Healthcare providers face a number of demands on their time, from full days seeing patients to managing administrative tasks after the day is done. Adding to the burden is ensuring that effective patient communication is easy, cost-effective and efficient, which is a tall order for most organizations. In fact, a recent survey found that patients rank greater communication with their healthcare provider (50 percent) as being just as important as a life event (50 percent) in motivating them to become more engaged with their healthcare. Continue Reading »

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The Multichannel Call Center and Its Impact on Customer Service and Agent Efficiency

When looking back on how technology has revolutionized communication, we often point out the physical changes. Who could fathom using some of the earliest forms of long distance communication methods such as smoke signals and carrier pigeons in today’s modern society? Continue Reading »

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How to Gain Greater Insight into Call Center Agent Efficiency

Published under Call Center Solutions,Call Centers on

No one really argues the benefits of big data anymore, particularly as it relates to workplace analytics. With advanced insights in hand, you can effectively manage call center agents and ensure they’re aligned with your organizational mission and strategy, all of which deliver improved business value and a competitive advantage in the marketplace. Continue Reading »

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Top Seven Benefits of a Blended Call Center Environment

Published under Call Center Solutions,Call Centers,Terrel Bird on

The International Customer Management Institute (ICMI) reported in 2011 that blended, or two-way, communication “between the call center and the customer can enable a positive impact on the customer experience and operational efficiencies.” The organization also found that most survey participants view blended call center environments integral to adding revenue, increasing customer satisfaction and improving inbound and outbound metrics such as service level and abandonment rates. Continue Reading »

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Discover the unlimited benefits of the cloud-based solution. Here's everything you need to know to be sure you are getting the absolute best call center product possible.