Renaming 'Contact Centers' to 'Customer Communications Centers' - Communications Developer

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Featured Articles » .NET VoIP: Resolving Text to Speech Issues in Voice Elements » Should Socially-Driven Video Discovery Apps Keep Broadcasters Up at Night? » Is 2012 a Make or Break Year for Live Video Streaming? » Re-educating Broadcasters About Envivio   Sponsored By: InfoCision WEBINAR: Three keys to creating a better online customer experience Use it or lose it - online customers lose value with every tick of the clock and won't wait for your call Tuesday June 12, 2012 2:00pm ET/ 11:00am PT REGISTER TODAY As more and more people adopt the Internet as a standard method of communication, providing a superior customer experience is imperative in this world where consumers want everything NOW! Web-generated leads and inquiries have doubled or even tripled in the last couple years. However, problems arise when companies lack the capacity or strategy to effectively respond to this increase. If you're slow to initiate contact, your lead is drifting over to your competitor's website and giving them the chance to beat you to the punch. Join InfoCision and Time Warner Cable for a TMCnet-hosted webinar on how a couple quick ticks of the clock can mean the difference between keeping or acquiring a new customer or losing them to a competitor. What Attendees will learn: Why it's more important than ever to be equipped to rapidly handle online leads and customer inquiries Why seconds count - the benefits of speed in qualifying and converting online leads How you can take customer service from a cost center to a profit center Developing a robust web-generated lead program - speed isn't the only differentiator   Top Stories » Lumesse and NewVoiceMedia: Revolutionizing Global Customer Support from the Cloud » Radisys, Mindspeed Release Small Cells Solution for 3G and LTE Technologies » Aculab Adds Fax Provisioning to its Cloud Solution   From The Expert Corner May 29, 2012 Renaming 'Contact Centers' to 'Customer Communications Centers' By Peter Bernstein Senior Editor I am a firm believer that as technology changes the language we use to describe things is important.   This applies not just for individual products and services, but to markets as well. The generic area of “Call Centers” which not that long ago morphed into “Contact Centers” is a case in point. Thus, it was with intense interest that I read a recent blog by Art Rosenberg at my good friends Unified Communications (News - Alert) Strategies. He made an insightful and reasoned case to now change the name of “Contact Centers” to “Interaction Centers.”  I heartedly agree for the need to update the name for the market, but with some caveats. If we care going to change the name, why not make it “Customer Communications Centers?” Customer-centricity is Key I will brief. Rosenberg presents why the advent of 360 degree customer engagement—enabling agents to interact with customers according to customer communications preferences, i.e., IM, chat, interactive video, via mobile device, etc.—has ushered in an era where embracing all of the touchpoints will be a competitive necessity. He correctly points out that we have gone way beyond voice calls for communications with customers. Voice will always be an important and probably dominant part of the mix. However, even there, how voice communications are handled is in the midst of dynamic change... Read More   Featured Video Transforming the Legacy Operator into a Next Gen MSO   TMCnet Free Premium Content » Succeeding in the Mobility Game » How an MSP made Microsoft Exchange Services more Profitable, and Clients Happier, by Moving to the Cloud    Latest Blogs » Why Facebook Needs a Phone » Skype Integration with Microsoft Xbox 360 & Lync is Slow Going   Featured Channels » Fax » Small Cells » Video World Insider   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology 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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