Voice Recording Gives Leading Edge - CUSTOMER

CUSTOMER : 6/02/2014 eNewsletter   Latest Featured Articles » Voice Recording as Part of Enterprise Communications Solution Give Contact Centers a Leading Edge Contact centers are at an advantage if they deploy enterprise communications suites for calling and communication needs. By modernizing the communication infrastructure, contact centers can expect to see a reduction in costs, and an increase in reliability, security and customer satisfaction. One facet of an enterprise communication solution that is integral to the success of a contact center is voice recording. » Multichannel Contact Centers Cross All Internal Departments, Not Just Communications Media But today, multichannel needs to be about more than multiple communications channels. It means that all relevant departments in the company - accounting, sales, order fulfillment and marketing - are all in the customer support loop. Many companies are beginning to experiment with customer support via social media, and these social media campaigns are often coordinated by the marketing department. When customers respond to them, however, these contacts often come into the contact center, not the marketing department. This means that multiple customer-facing departments in an organization all need to be in the same place…virtually, anyway. » Call Center Growth Seen Steady Through 2018 While various industries are working hard on figuring out a way to keep revenues high while cutting costs, one industry has remained on top: Call Centers. » Huawei Launches eSpace Contact Center Solutions Certified for SAP CRM for Enterprises The need for the integration of contact center solutions with customer relationship management (CRM) capabilities has never been more important. Improving the customer experience is a top priority of enterprises around the world. In short, being able to have the requisite business intelligence, a holistic and accessible view of a customer's profile, to meet customer demands in a timely and appropriate manner has become paramount. Top Stories » What's Your Emergency? Nursing Call Center to Ease ER Crunch » Consumer Cellular Looks to Expand its Call Center Services » Gold Mountain Has Made a Successful Go of the Call Center Business » Illinois Tollway Seeks Disabled and Vets for Call Center Hiring Featured Channels » IVR » Data Center Power » Contact Center Quality Management Featured Resources » Replacing an Aging PBX Infrastructure: The Competitive Advantage and Cost Savings of a Cloud Phone System » How to Select the Right IoT Platform - Managing Assets and Data » Innovating in the Contact Center: Why Settle for Good When You Can Be Better? » TantaComm has a Fresh Message for the Contact Center Marketplace 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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