Restructuring Your Contact Center Starts with These Ten Steps

Having trouble viewing this email? View online.

»TMCnet » Call Recording Global Online Community » Subscribe

The latest news from the Call Recording Global Online Community. Sponsored by SIP Print. Powered by TMCnet.   Feature Articles Restructuring Your Contact Center Starts with These Ten Steps Start with the staff. Happy employees lead to happier customers, but the work in a contact center is often viewed as being a small step above convenience store clerk, according to Paul Stockford, chief analyst at Saddletree Research. It takes a special type of person to work and thrive in that kind of environment, and too often the agents that companies hire are not the right matches for the required work. Call Recording Brings Value to Corporate Environment Not every business transaction is executed online. Calls still flood into call centers, and the information gathered in those calls can help you run a more efficient operation. To gather the most value from these interactions, it may be time to leverage the full value of your call recording activities. Nexidia Adds First-Call Resolution Analysis Patent to Intellectual Property Portfolio Nexidia has announced a new U.S. patent for its unique first-call resolution analysis technology, which provides deep insight into the reasons customers repeatedly call contact centers. Top Honors for ING DIRECT's Toronto Contact Center A Gold Medal has been earned by ING DIRECT's Toronto contact center for Best Mid-Sized Contact Center. The top honors for ING DIRECT were awarded at the Contact Center World Finals held in Las Vegas, Nevada. The global association for contact centre best practices is known as Contact Center World. Sword Ciboodle Teams with CSC to Improve Contact Center Operations Sword Ciboodle, a global provider of customer engagement solutions has teamed with CSC, a global leader in technology solutions and services, to advance contact center operating models. Office of the Commissioner of Lobbying Picks Telax Hosted Call Center Technology Telax Hosted Call Center announced it has won a federal contract from the Office of the Commissioner of Lobbying to deliver an integrated and intelligent infrastructure that aligns with its existing infrastructure. TeleWare in Pact with Business Systems UK to Deliver Mobile Device Recording Service Business Systems (UK), a provider of voice and speech technology and partner of TeleWare, announced it has selected the TeleWare Mobile Compliance cloud-based services to deliver cloud-based mobile call recording service to its customers. Kronos Launches Kronos InTouch Time Clock Kronos Inc. announced the launch of a revolutionary new time clock, the Kronos InTouch, which will enhance the way organizations think about, and employees interact with, their workforce management solutions. View all Communities

As a valued reader or attendee of TMC's publications and events, you opted-in to receive free product information and special promotional offers via email from the industry's leading vendors. TMC is pleased to provide you with this information-offer (TMC is not affiliated with this offer). If you no longer wish to receive this type of email, please go to www.tmcnet.com/enews/subs.aspx?eml=ignoble.experiment@arconati.us