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Contact Center Technologies: Four Types of Products to Run Your Operation.
While I currently head Focus Research (see my Focus profile and Linkedin Profile) in an official capacity, I spent a number of years in product and marketing roles at a product and services provider for contact centers at Global 2000 companies. Although I don't officially cover contact center produ...
There are three core types of contact centers. Determining the type of contact center you have will help determine the types of products you need and in some cases specific features you need within those products. Note: Many environments are blended from the below types.
VoiceCon Orlando – What a Show!
Social software is becoming an integral part of enterprise communications, and is increasingly being integrated with UC and contact center applications. We saw some great demos from Siemens, Cisco, Avaya, and others, showing the integration with public social software services like Twitter, Facebook...
On the user side, customers are expanding their UC implementations, and achieving substantial results. While we always hear from users at VoiceCon, with a couple exceptions they haven't always been at the forefront of unified communications - even on UC User Panels. The UC panelists this year provid...
Managing the Customer Experience in the Contact Center
Contact centers are essential for optimum customer service, and they are usually your first line of interaction with your clients. Throughout an average day, contact center representatives deal with a wide array of customer issues, as well as emotions and personalities. Customer problems can rang...
How your contact center agents interact with your current and existing clientele leaves a lasting impact. The means by which the communication starts and ends is one of the most directed influences in achieving customer loyalty. So, you need to ensure your contact center agents are representing y...