Desire for Multichannel Increases Spending on Hosted Contact Center Services

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The latest news from the Outbound Call Center Online Community. Sponsored by Five9. Powered by TMCnet. Feature Articles Desire for Multichannel Increases Spending on Hosted Contact Center Services While premises-based contact center solutions were once the norm, with hosted and cloud-based solutions as the small but growing exception, the market is reaching a tipping point. Once confined largely to small and medium-sized businesses looking for functionality without high costs, there is uptake in hosted and cloud contact center solutions in every sector of the market today. Florida's Do-Not-Call Registry Grows by Half a Million After Fee Eliminated Americans really don't like unsolicited telemarketing calls. This isn't only conventional wisdom, it's a fact demonstrated by the popularity of do-not-call registries. As of today, the national do-not-call registry, which was created in 2003 and launched the following year (after surviving legal challenges), features the land line and wireless numbers of millions of Americans. But in addition to the national do-not-call list, many states maintain their own registries that local businesses must comply with or risk fines. Not Your Father's Call Center Outsourcing Why invest in the hardware, hiring, and management necessary to do call center work when there are business process outsourcers who have already done that and are just waiting for companies to team up with? asks Tillery. Texas Windstorm Insurer Sets Up New 24-hour Call Center While most people only see call centers as facilities that are built to help a company achieve a good bottom line, there are plenty that also work to serve the greater good. Insurance companies often employ call centers as a way to make sure their clients are getting the customer service solutions they need. Texas Windstorm Insurance Association has jumped into that role with the establishment of a claims call center that operates 24 hours a day, seven days a week. Canadian Tire Financial Services recognized by Service Quality Measurement Group Canadian Tire Financial Services Limited (CTFS), a company primarily engaged in marketing and promoting Canadian Tire branded financial products and services, recently announced in a press release that Service Quality Measurement Group (SQM) has recognized the company with Call Center of the Year for 2013 for its customer service contact centers in Welland and St. Catharines, Ontario. Noble Systems: Automate Sales or Pay the Price It's the era of automation, and without it businesses won't survive. Automation not only takes away the pain from repetitive tasks, but reduces labor costs and helps to complete tasks better and faster. Strangely, however, a survey by Noble Systems Corporation revealed that sales teams in most organisations still relied on the traditional, time consuming, manual processes (prone to errors) in order to contact with prospects. View all Communities

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