Externalisation des centres de contact

Une étude indépendante qui vient d'être publiée identifie plusieurs raisons pour lesquelles les centres d'appels traditionnels ne parviennent pas à répondre aux besoins des consommateurs d'aujourd'hui.

New research has uncovered what many disgruntled workers have felt for some time: it’s management’s fault.

Les apprenants adultes ont besoin d'être stimulés et divertis pour assimiler et retenir les connaissances nécessaires afin d'impressionner les clients.

April 14, 2015 As any human resources professional will attest, making sure everyone is signed up, on time, for company benefits is a lot like herding cats: it can be done, but it involves a lot of chasing down the strays. Add in the fact that just about everyone in America has to call in

April 13, 2015 Ever since the economic slump that hit the world more than six years ago, a number of industries have taken it on the chin, but none more so than the retail sector. Folks didn’t have jobs or the disposable income that comes with steady work, so spontaneous shopping was out. But the

Contact centers are at the forefront of customer satisfaction, and everyone from agents to executives are now interested in the data gathered by them.

April 08, 2015 Cloud call center leader inContact has released the results of its new research detailing what customers experience when interact with a contact center, and the findings are quite revealing. Produced in conjunction with leading research firm Harris Poll, the study was undertaken to “gather insights directly from consumers about their online and

April 01, 2015 Those who’ve been in the technology field long enough can remember when it took some time to connect with whatever or whomever you were trying to reach. It was just the way it was. But these days, no one is interested in waiting for anything. If customers can’t get an instant connection

March 31, 2015 It can be generally agreed upon that raising the quality of a call center business and its dealings with clients can benefit everyone. Yet when it comes down to how to implement such a program, there are as many ways to fail as there are to succeed. That’s why it makes sense

March 25, 2015 It’s a nagging feeling most contact center managers have, but are hesitant to voice: That is, if their people screw up even once, the customer will leave and never come back. Now new survey results show that might in fact be the case. The research from inContact, a leading provider of cloud contact