The latest news from the Contact Center Solutions Community. Sponsored by Interactive Intelligence. Powered by TMCnet.
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The end of the year is the time when there typically is a lot of industry recognition announced. In this regard, Contact Center Solutions Community host Interactive Intelligence is on quite a roll. Not only was the company recently honored by the Indiana Chapter of the Association of Fundraising Professionals as its 2014 Philanthropy Award for Outstanding Corporation of the year, but the Indianapolis provider of software and services for communications, collaboration and customer engagement, has received a Glassdoor Employees' Choice Award as one of the Best Places to Work in the U.S.
A recent study initiated by Stanford Economics aimed to explore the benefits of companies adopting a work from home (WFH) model. As the first randomized experiment regarding WFH, the study focused on a 16,000-employee Chinese travel agency by the name of Ctrip.
For frequent visitors to the Contact Center Solutions Community, the growing push to provide enterprise of all shapes, sizes and locations with omni-channel interaction capabilities-and tools to help analyze and monetize the resulting improvements in customer experience-is arguably the No. 1 trend impacting the community.
It is always encouraging when a member of the tech community, in this case Indianapolis, IN-based Interactive Intelligence, the sponsors of the Contact Center Solutions Community, is recognized for not just doing well but doing good. It is difficult to over-estimate how important being a great neighbor and giving back can be not just to the community but for the company as well.
With the number of call centers coming back to the United States increasing on a daily basis, there are a number of different states taking advantage of this trend. In Kingsport, Tennessee a call center set up by IntelliHARTx is going to be paying wages that other call center employees can only dream about. The company recently said it expects to pay as much as $14 per hour to its call center employees.
It is always nice when companies recognize the excellence of their people by giving them more responsibilities. This is true in every vertical market and organization, but is particularly relevant when it comes to contact centers where to put it mildly operations are undergoing profound changes. These changes include, just to name a few, such things as: moving to the cloud, accommodating omni-channel needs, attracting, training and retaining great agents in an industry where there is a shortage of talent and traditionally high turn-over, and obtaining C-level buy-in on the need to enhance capabilities that seemed adequate only a few years ago as the customer experience becomes more important.
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