Is Your Contact Center Falling Short?
January 05, 2016 As if high employee turnover and disgruntled customers weren’t enough, a new study finds that call centers are facing new challenges as the New Year rolls out. That’s the word from Consero Group, an international leader in creating industry-specific events for senior-level executives. The company just published the results of its look […]
Even Outsourced Centers Need to go ‘Omni-Channel’
December 31, 2015 As contact centers continue their reach-out to make themselves all things to all customers, one idea getting a closer look is that of becoming “omni-channel.” While many call centers like to consider themselves multi-channel – that is, offering numerous options and ways for customers to reach them – they need to consider […]
Call Centers Striving for Higher Quality
December 29, 2015 One of the biggest buzz-phrases set to take the call center industry by storm in the New Year is ‘Quality Management.’ While many within the industry already consider themselves adept at making sure quality remains high, there are further steps everyone can take to make sure that’s the case across the board. […]
Empirix, inContact Join for ‘Better Sound’
December 22, 2015 It doesn’t matter how quickly an operator picks up a customer call in a contact center. If the voice quality if less than stellar, an agitated customer will fast become a disgruntled one. That might be one reason why cloud contact center leader inContact has joined forces with Empirix (News – Alert) to […]
