Renaming 'Contact Centers' to 'Customer Communications Centers' - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 5/30/2012 eNewsletter

Featured Articles » Wireless Telecommunications Operators Enhancing Networks to Measure Up to Customer Demands » Hold-Free Networks' Customer Service Solution Embraces Smartphones, the Cloud » Customer-Focused Options in Hosted IVR Help Build a Competitive Edge » Call Center Outsourcing Companies Unify Customer-Facing Processes with Technology   Sponsored By: DICE Dice is the career hub for tech. Whether you're a software engineer, DBA or project manager - Dice has the jobs, the news, and the community to get your career on track. Join Dice today and your tech career will thank you.   Top Stories » TMC's Pioneering Customer Interaction Solutions Magazine Celebrates Its 30th Anniversary » Really Simple Systems Increases Web CRM Adoption with Intelligent Data Import » Comptel Honored for Customer Engagement Focus » CSG Offers New Level of Business Flexibility to Customers   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 Cisco reveals details of cloud survey at Interop   TMCnet Free Premium Content » The Sales VP's Guide to Delivering Results with CRM » CRM: The Essential Guide » CRM Vendor Pricing: Fees, Subscriptions & Hidden Costs    Latest Blogs » Churn Predicted by Social Influence   Featured Channels » Call Center Training » Cloud CRM » Customer Engagement   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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