Call Center Articles

The road to employing at-home agents has long been a bumpy one. As hosted contact center technologies continue to improve, it is paving the way toward making agents that work from home a contact center norm.

Customer Experience is the latest buzz-phrase in customer service. In this article, NOVO 1 CEO Mary Murcott explains how to translate some old-style customer service/call center metrics into new customer experience metrics and highlight four new customer experience metrics that every contact center should be measuring.

As financial institutions increase their multichannel services to include social media, they struggle with the common stumbling block of operationalizing it as a customer service channel in the contact center: response times, accuracy, quality and security. But the financial foray into social customer service also pushes customer segmentation to the fore.

"Consumers are demanding better service more now than ever before and they're not shy about voicing their displeasure after getting bad service," says Angie’s List founder Angie Hicks. See what industries are racking up the complaints and why — and how this may be costing companies in contact center dollars.

This week in technology news Intelliverse debuts its integrated hosted solution, MicroAutomation and Voxeo partner for a cloud-ready campaign management app, CallCopy's workforce optimization suite achieves Avaya-compliance rating and Indosoft's Q-Suite GUI tool now features AMD and voicemail recognition.

Large or small, some call centers stand out as the "best-of-the-best." ICMI looks at some of its past Global Call Center of the Year Award winners and why they were selected to receive this coveted award.

This week in technology news Kunnect launched new software for hosted call centers, AltiGen's partnership with Eurodata to bring its contact center ACD solution to the UK and Toshiba introduces its upgraded Call Manager unified communication solution.

Zappos responded to an online hacker by temporarily shutting down all call center phone lines and directing customers to contact them via email. The center’s service level record won’t take a hit, but will customers settle for longer response times if the quality is there?

Customer satisfaction surveys have made their way into the hearts and minds of call centers. But have customers had enough?

This week in technology news VXi debuts its new contact center headset at CES 2012, SourceLink announces its mail-tracking mobile app, Spanlink and Altitude partner to sell desktop tools, LogMeIn Acquires Bold Software to expand its web-based service portfolio.