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Social media management system HootSuite has announced a new integration with Attensity, a provider of multi-channel contact center solutions for enterprise customer care groups.
Betting and gaming is a flourishing industry in the Isle of Man, a small island located in the Irish Sea between Ireland and Great Britain; and the launch of a new call center exclusively dedicated to these two sectors reinforces the industry's success. The new Isle of Man call center called Yello is a government initiative that draws its support from the island's Department of Economic Development.
Payment Card Industry (PCI) data security standards have been set forth in an effort to increase controls around cardholder data and to reduce credit card fraud via unnecessary data exposure. Companies that fail to meet these compliance standards face a huge public relations backlash when customer data is compromised.
Sitel UK, a company that provides outsourced customer care services, recently announced that it has earned a place on a new government framework to govern the procurement of contact center services by government and public sector bodies. As a result of this achievement, Sitel UK can now provide contact center services to central government departments and wider public sector agencies on a national basis.
Calabrio, Inc recently announced the launch of Calabrio Desktop Analytics, an innovative solution that will simplify agent desktop activity, which will in turn help contact centers to focus on continuous optimization so that they get the best possible productivity from their employees.
Computer giant Intel has been taking some rather large steps towards making it a player in a couple of new markets. The company just announced that it is in the process of hiring staff for its newest call center. This new facility, which is internally being called an Audience Care center, is being geared towards the launch of an Internet television service that is due to arrive on the scene later this year.
The contact center has traditionally been solely focused on the service aspect of a business, working to address and remedy comments, complaints, inquiries, and other requests over the phone. However, with the ever advancing trend of mobile, Web, and social media communication, contact center agents are finding themselves caught in the middle of a whirlwind of diverse multichannel interactions.
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