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Feature Articles
Most people believe cloud computing was first mentioned by former Google CEO Eric Schmidt in 2006, but according to MIT's Technology Review, it took place a decade earlier. In 1996, technology executives at Compaq Computer in Houston plotted the future of Internet business, and called it cloud computing. Since that time the concept has come a long way, with former detractors now adopting a technology many see as the future of computing.
Sales teams have to juggle many responsibilities that range from creating new contacts, managing customer relationships and leads, sales analytics and reporting; the list is endless. Having access to a vast array of tools does simplify these tasks, but how much better it would be if these tools could be accessed from a single platform? Well, thanks to Pipeliner CRM's current integration with over 30 popular tools, this may well be possible.
To help users get a handle on industry terms, NewVoiceMedia recently released its own jargon-busting guide, a glossary of terms professionals and layman alike can use to figure out what exactly they are hearing or reading.
Data is being created by many touch points in which customers, employees, partners and even machines are interacting with businesses. With so much available data, it is important to make sense of it all, and gain actionable insight that can improve the products and services the company offers. En Pointe, a Microsoft systems integrator and Licensing Solutions Providers (LSPs), is adding new data management teams to allow its customers to evaluate, acquire, deploy, and support their data management solutions.
Agent training is perhaps one of the most important activities in which a call center can participate. Managers know what they want to get out of their employees, and often to get results such as proper etiquette, correct script reading, and efficient computer usage, they have to teach employees the ins and out of social and business systems.
The embattled travel industry is showing signs of growth, and travel companies are investing in technology to build and support their relationships with new and existing customers. Such is the philosophy behind findmyfare.com's recent upgrade to its customer relationship management (CRM) system.
Prosodie-Capgemini has selected Voxbone, a major player in providing virtual local phone numbers (often referred to as direct inward dialing, or DID), to drive international growth of its Odigo contact center solution.
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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