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Feature Articles
Customers have an endless variety of channels to voice their feedback after an interaction with a company, whether it's through SMS, email or via 140 characters on Twitter. A customer's experience, whether positive or negative, can have ever-lasting effects on an organization's reputation as well as bottom line sales.
According to a recent press release, BenchmarkPortal has placed TrialCard Customer Experience Center in the Top 10 in the Top 100 Call Center award for 2013. The Top 100 competition compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers.
It's a given that admissions and recruitment play a rather significant role in reaching enrollment goals and improving financial outcomes. This is why Virginia Tech decided to strengthen its online admission process with the addition of CollegeNET's Prospect CRM - the all-in-one system that collects, organizes, and tracks information about an institution's most valuable asset - prospects and applicants.
The potential of Big Data analytics is significant: great skills with Big Data analytics can improve sales. Amdocs offers new capabilities that make it easier than ever for organizations to analyze big data sources.
Although it may be too early to use mobile technology to establish deeper relationships with customers, targeted push messages are highly effective in improving customer relationships, according to some studies, although it may be too early to use mobile technology to establish deeper relationships with customers. By relying on personally relevant messaging and app experiences, mobile technology can improve customer relations.
PowerPhone, a provider of 911 call handling protocols, recently announced that it has added an open API (application programming interface) to its Total Response CACH 5.0 software. With the new feature, the software will easily integrate with Computer Aided Dispatch (CAD) systems, allowing dispatchers to communicate more accurate information to emergency response teams.
Kronos Incorporated, a company that delivers workforce management solutions in the cloud, recently launched the newer version of Workforce Ready suite, a solution that allows small and midsize businesses to gain a competitive advantage by fully automating the necessary and often labor-intensive business processes with consistent, real-time employee data.
Feature Resources
Boost agent productivity by actively blending inbound and outbound interactions whether your agents are onsite, at home, or anywhere.
A noted industry analyst explains why choosing a new contact center infrastructure is one of the most crucial decisions your business can make. Learn about important steps in the process, from early research and RFP stages through scoring, selecting, and partnering with solution providers.
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