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While we're becoming used to seeing articles that the contact center industry is booming in places such as India, the Philippines and Central America, it seems a bit odd to realize that the contact center industry is also booming right here at home in the U.S.
In the 21st century, more first responder departments are trying to go a bit more high tech. The problem is that going high tech for something like this can be both a pricey situation and one that can be hard when looking for the right kind of workers. KRQE.com is reporting that the BernCo 911 call center certainly understands the pressures of having the right amount of staff. The center currently has more than a dozen vacancies for call handlers and the effects of being shorthanded are wearing on the staff.
In customer engagement, what works for one company may not work for another, and customer needs vary greatly by demographic, industry and product and services offered.
Google has improved its CSAT (customer satisfaction) scores by 100 percent recently, in working with its advertising customers, as per a recent online post.
inContact, cloud contact center software leader, recently completed the acquisition of Uptivity, a workforce optimization provider, for $8.8 million in cash and around $37 million in stock.
Pop singer Pharrell is currently enjoying worldwide popularity with his catchy song Happy, from the soundtrack of the movie Despicable Me 2. Yet despite his encouragement, not everyone feels that way all the time. It's natural enough to be down sometimes, but if your call center workers aren't feeling it, you might have a problem.
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