The Value Of Web Chat In Your Contact Center

Date: 9.12.2013 | Posted in Resources
The Value Of Web Chat In Your Contact Center

The Value Of Web Chat In Your Contact Center. As Web chat continues to prove itself as a driver of customer satisfaction, organizations are increasingly integrating it with their customer service strategy. Most have found that it is an excellent way to make their Web site more interactive, which in turn helps increase conversion rates.

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Real Time Reporting In The Contact Center

Date: 9.12.2013 | Posted in Resources
Real Time Reporting In The Contact Center

While historical reporting in the contact center has long been an invaluable tool for improving agent performance and uncovering trends in customer behavior, it is only useful in analyzing long-term trends.

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The Importance Of Call Tracking In The Cloud Contact Center

Date: 9.12.2013 | Posted in Resources
The Importance Of Call Tracking In The Cloud Contact Center

The recession brought to light the shortcomings of traditional, on-premises contact centers and skeptics of cloud contact centers soon began to see the benefi ts and made the switch.

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The Technology Behind Interactive Voice Response

Date: 9.12.2013 | Posted in Resources
The Technology Behind Interactive Voice Response

Download: The Technology Behind Interactive Voice Response There will always be a need for a live agent in the call center. But call centers that ignore IVR systems are missing out on an opportunity to save money and deliver more efficient customer service. Call centers with especially high volume of calls see the most benefit to the IVR system because it lightens the load on agents.

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Why You Should Take Your Outbound Call Center to the Cloud

Date: 9.12.2013 | Posted in Resources
Why You Should Take Your Outbound Call Center to the Cloud

At the forefront of advantages in choosing a hosted outbound call center solution is cost. Telecommunication technology has developed in such a way that the hosted solution is far more economical than the traditional on-premise method, reducing in some cases up to one-third of the normal application cost.

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The Move to Cloud Based Call Centers

Date: 5.28.2013 | Posted in Resources
The Move to Cloud Based Call Centers

Cost reductions and improved performance are two equally important targets companies today are trying to achieve. While improving performance often comes with a price tag, using solutions found in the cloud is proving invaluable to companies looking for a better alternative to traditional call centers. Cloud-based call centers aren’t only more affordable, they also offer efficiencies and flexibility.

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Executive Guide To Cloud-Based Contact Centers

Date: 4.8.2013 | Posted in Resources
Executive Guide To Cloud-Based Contact Centers

Contact centers are the primary customer touch point for companies of all sizes. Whether a contact center is a formal operating environment with as few as 50 or as many as 20,000 agents, or an informal one with 3 to 20 employees handling inside sales, appointment scheduling, reservations or technical support…

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The Value of Cloud Routing in Direct Response Campaigns

Date: 1.21.2013 | Posted in Resources
The Value of Cloud Routing in Direct Response Campaigns

Nothing tests the performance of a contact center more than a direct response campaign. If the campaign is successful, the contact center will be flooded with inbound calls, chats and
emails from eager prospects in response to a compelling call-to-action they just encountered on television, radio, Web, print and a variety of other media…

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The Automatic Call Distributor (ACD)

Date: 1.14.2013 | Posted in Resources
The Automatic Call Distributor (ACD)

The Automated Call Distributor, or ACD, is the central command center, or “brain” of any inbound contact center system. Almost all the other applications that comprise the contact center software “ecosystem” are in some way connected to, or dependent upon, the ACD. In fact, it can be argued that had the ACD never been invented…

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Hosted Contact Center Overview

Date: 1.7.2013 | Posted in Resources
Hosted Contact Center Overview

In this tough economy, delivering superior customer service is essential to business survival. This is especially true in the United States, where customer service is practically in our DNA: According to the 2011 American Express Global Customer Service Barometer, which measures consumer attitudes toward customer service in ten countries,…

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