Judge to Call Center: Customers Deserve to Speak with 'Real People'

Having trouble viewing this email? View online.

»TMCnet » Call Center Services Online Community » Subscribe

The latest news from the Call Center Services Global Online Community. Sponsored by inContact. Powered by TMCnet. Feature Articles Judge to Call Center: Customers Deserve to Speak with 'Real People' In a ruling that might well have an impact on call centers throughout the U.S., a judge in Ireland has told financial institutions they will have to provide real people, and not just faceless voices at the end of a call-center phone, to deal with clients' financial problems and concerns. IntraNext Guards Personal Information from Agents' Eyes and Data Files CTI company IntraNext Systems is now going public with its iGuard solution, an automated security software that conceals customers' personal data - like credit card, ID and social security numbers - from contact center agents. Archway Expands End-To-End Call Center Marketing Operations Archway Marketing is already a leader in marketing logistics, fulfillment services and supply chain management, and now the firm has expanded its end-to-end marketing operations. Mobile-First Strategy Means Big Things for CafeX With the growth of mobile devices, it's not surprising to see that growth reflected in other segments of the market as well. Apac Expanding Call Center Workforce in Arizona With the revelation that the United States is getting quite a few of its call centers back, cities and towns all over the country are reaping the benefits. Cisco Partners with Telus, AT&T for Cloud Communication Services Telus, a wireless and Internet service provider that operates in Canada, recently announced its new partnership with Cisco that will allow it to leverage the Cisco Hosted Collaboration Solution. Customer Contact Analytics Come into Sharper Focus with New Guide It seems to be the buzz-phrase of the moment, but Customer Analytics is gaining traction because it's something that actually works. That's the gist of the idea behind a new, free online reference piece, The Inner Circle Guide to Customer Contact Analytics. Published by ContactBabel and call center leader inContact, the guide offers valuable recommendations for using speech, desktop and text analytics to improve agent performance and to help elevate the customer experience. View all Communities

As a valued reader or attendee of TMC's publications and events, you opted-in to receive free product information and special promotional offers via email from the industry's leading vendors. TMC is pleased to provide you with this information-offer (TMC is not affiliated with this offer). If you no longer wish to receive this type of email, please go to www.tmcnet.com/enews/subs.aspx?eml=ignoble.experiment@arconati.us