Make Schedule Adherence a Win-Win in the Contact Center - CUSTOMER

CUSTOMER : 5/19/2014 eNewsletter   Latest Featured Articles » Make Schedule Adherence Win-Win in the Contact Center Monet also suggests giving out incentives for good attendance. This way the monitoring is not viewed so much as a negative event as it is an opportunity to win something. This turns schedule adherence tracking into a positive. » High Connecticut Health Insurance Exchange Enrollments Are Spiking Contact Center Costs The U.S contact center services industry is experiencing something of a renaissance. Today the U.S. telephone call center industry includes about 4,200 companies with a combined annual revenue of about $16 billion, and growth can be attributed to a number of factors: improving consumer spending, the reshoring of contact center services in response to consumer complaints and rising costs abroad, technologies that make it easier to build more flexible contact center models (home agents, etc.) and more. » Is a Cloud-based Contact Center for You? The contact center industry is embracing the cloud, to various degrees. Frustration with premise-based equipment, the desire to be more flexible, fast implementation times, fewer IT headaches and lower costs are all drivers for the cloud. For smaller companies, it's about being able to run a multichannel, feature-rich operation without a huge layout of capital. For larger contact centers, increasingly, it's about the ease of integration. » 1Stream Brings WebRTC to Contact Centers in South Africa The contact center has certainly seen its fair share of evolution, transformation and change thanks to technology. As customers and end users start to get more comfortable on multiple platforms, companies and call centers need to adjust and adapt multichannel service strategies. Now, emerging technology WebRTC is asking the contact center to adapt once again, serving the needs of customers demanding real time communications directly from their browsers. Top Stories » More Call Center Jobs Coming to the Heartland » AT&T Staging New Call Center Hiring Run in Florida » Aspect Software Enhances Customer Self-Service Platform » Indiana Job Hunters: Interactive Intelligence Takes High Honors In Employer Featured Channels » Contact Center Quality Management » Call Center Hiring » Workforce Optimization Featured Resources » Ask the Expert: SIP Trunking and WebRTC » A One-Stop Shop to Flexibly Address Any Customer Interaction Requirement » Increasing Sales Opportunity Through Marketing Compliance » Replacing an Aging PBX Infrastructure: The Competitive Advantage and Cost Savings of a Cloud Phone System Advertise With Us General advertising Info: Click here    Become a CUSTOMER 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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