Determining the Right Channels for Your Customer Base

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The latest news from the Call Center Software Online Community. Sponsored by Five9. Powered by TMCnet. Feature Articles Determining the Right Channels for Your Customer Base Right now, the average contact center is undergoing something of a crisis. Most companies know they need to maintain and regularly update their customer support program, but figuring out how – where to spend money that will make the most positive difference – is tricky. Add in the fact that customers today are using a wide variety of channels, and it becomes more confusing than ever for companies to try and please their customers. Should they be scaling back phone support in favor of digital channels? Should they be throwing most of their effort behind social media? Should they be bolstering resources for Web chat? Five9 & Netrix Bring Out New Cloud Contact Center Solutions Some of the best things in life happen when efforts combine, and the new combination effort between Five9 and Netrix is no different. Five9's skill in cloud contact center software, coupled with Netrix's ability in cloud-based unified communications (UC) tools means some very big things to come, a relationship that the two companies suggest will yield some "best-of-breed" solutions for the cloud contact center. Self-Service Becoming the Norm in the Call Center If you want to dominate in the customer service arena, call center management has to support self-service. Sales Teams Need to Get to Know Their Prospects to Remain Competitive Interestingly, this type of data is all readily available. Today's contact center solutions offer myriad ways to gather intelligence about prospects and turn that into actionable data. Sales teams need to start making better use of the tools at their disposal and take the time to get to know their prospects if they want to remain competitive in today's sales climate. MyDigitalClients Launches SaaS-Based Marketing and Team Sales Solution Organizations that want but cannot afford CRM, marketing automation, and/or social media marketing solutions may now be able to find what they're looking for in MDC DOT. The software-as-a-service from Texas-based MyDigitalClients delivers all the above functions through an affordable and easy to use online portal. ITS Fiber Launches Hosted Contact Center Solution ITS Fiber, a provider of enterprise-grade fiber-optic communications services and business affiliate of ITS Telecommunications Systems, Inc., has launched a hosted contact center solution to expand its communication services portfolio. Using a Software as a Service (SaaS) model, the solution offers comprehensive contact center functionality for a significantly reduced cost when compared to traditional hardware setups. New J.D. Power Solutions Tackles Voice of the Customer Issues For instance, many businesses improve their web site layout and navigation without the cooperation of the marketing team that continues to load it with disruptive advertising and marketing messages that hinder customer appeal. Another example is enabling call center employees to resolve customer problems with one call but encouraging them to quickly pass customers off by continuing to measure and reward them for short handle times. Contact Solutions Announced My:Time 3.0 Seamless Customer Engagement Solution Contact Solutions has announced the latest version of its customer engagement solution, My:Time 3.0. View all Communities

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