Improving Channel Technology Improves Customer Service - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 7/27/2011 eNewsletter

ITEXPO West begins in: 47 Days. REGISTER NOW!   Featured Articles » Social Networking Monitoring: The Call Center is The Place to Do It » Spanish Language Contact Center Solutions Help to Bridge the Gap » Optimized Business's Ben Navon on Hosted IVR, Dialing, Routing   Sponsored By: Teletch Webinar WEBINAR: Creating a Better Customer Experience with At-Home Associates Thursday August 4, 2011 11:00AM PT / 2:00PM ET What Attendees will learn: Why at-home programs are an indispensible component of any successful customer experience management strategy How at-home associates are able to provide customers with a better overall experience How at-home programs control costs while keeping your contact center resources onshore How to build a successful blended at-home/contact center program Why having the right underlying global technology platform and security matters   Top Stories » Exceptional, Personalized Customer Service Delivered by Affinion International » Large Global BPO Selects Ytel Call Center Solution to Expand Staff » BenchmarkPortal's Call Center Contest shows Customer Service Managers Where They Stack Up   From The Expert Corner July 19, 2011 Improving Web Channel Technology in Call Center Outsourcing Improves Customer Service By Susan J. Campbell TMCnet Contributing Editor Utilizing a top web channel for call center outsourcing is proving to be a reliable and efficient way of doing business. With the Third-Generation Platform, Sitel is able to offer customers LivePerson (News - Alert) communications more effectively. Doing this contributes to greater customer satisfaction, decreases in operational costs, boosted agent productivity, the lowest cost of chat channel ownership in the industry and outstanding first-contact resolution, according to a recent Sitel white paper. It’s no mystery why customers find the Web the friendliest place to handle most of their affairs. People can find nearly all the information they seek by visiting a company’s website. Whether it’s banking or shopping, many prefer to use their PC. That’s why it is so crucial to develop a way to implement new practices to handle those exact customer’s transactions with effective call center outsourcing... Read More   Featured Video Unified Communication as Key Enabler for Telemedicine   TMCnet Free Premium Content » Trends and Transformation Impact within the OSS/BSS Marketplace » Infor Podcast on CRM Solutions   Featured Channels » Business VoIP Service » Agent Performance » VoIP Switch   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of IP Communications professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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