October 13, 2014 India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home. A new report by the Associated Chambers of Commerce and Industry of India (Assocham) has shown that India is likely to lose $30 billion in foreign […]
Philippines Gaining Contact Centers that India is Losing 阅读更多 ”
October 09, 2014 A global player in safety products and services announced it has selected inContact’s award-winning cloud contact center platform for its own purposes. Earlier, the company (which declined to be named, as per inContact company protocols) reported that it constantly faced service downtime and system limitations due to its older premise system. Owing
Safety Industry Leader Goes with Cloud Contact Center Platform 阅读更多 ”
October 07, 2014 When it comes to contact center , a new report says about 60 percent of consumers reported they’ve seen an improvement in the service since 2013. Yet despite these improvements, there are a couple of areas that still need attention, among which is the concern and frustration such as incompetent and inarticulate
Survey: Even Outsourced Centers Improving 阅读更多 ”
October 03, 2014 By , TMCnet Contributor Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer’s question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While
Be Proactive in Building Valuable Customer Loyalty 阅读更多 ”
October 03, 2014 Many companies today find it challenging to support their incoming customer communications. The nature of business today means that customers are coming at a company via multiple channels – the telephone, the Web site, e-mail, SMS, mobile apps, in-person and more. These customers expect fast resolution and a personalized customer support experience
Tips for Selecting an Outbound Contact Center Services Provider 阅读更多 ”
September 26, 2014 The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out. The virtual agent can become a reality and scaling to accommodate even complex programs is an easy change when the platform isn’t housed
Cloud Aids Outsourcing in Contact Centers 阅读更多 ”
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
inContact’s Customer Survey Solution to Benefit Utility Company 阅读更多 ”
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
Even Outsourced Centers Can be Cloud-Bound 阅读更多 ”
A new report, “Preventing fraud in the call center: Use voice biometrics, phone printing,” addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
Call Center Fraud Can be Blocked by Biometrics 阅读更多 ”
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
Even Outsourced Call Centers Can Yield Rich Data 阅读更多 ”
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