February 28th, 2012 | | Comments Off on Tranforming the Customer Experience: How Four Contact Centers Did It Successfully
As a call center, business is a lot different than it used to be. Once upon a time, you only had to worry about the competition down the street. These days, you not only have to worry about them, but you have to worry about being better than businesses in the next city, in the next state and, thanks to economic globalization, you also have to worry about competition on other continents. Competition is only part of the problem. Not only are they competing against you, but they are commoditizing your products and your brand.
February 28th, 2012 | | Comments Off on Using the Voice of the Customer to Gain Business Benefit: How Customer Feedback Can Improve Business Performance
Despite the explosion in the number of ways customers interact with a company, benchmark research carried out by Ventana Research shows that contact centers handle the majority of customer interactions. As the primary interface point for customers, the center thus is the de facto face of the company, and how an agent handles an interaction can have a significant impact on perception of the company and its brand, and as a result on its business performance.
Agent management is a challenging function, especially within virtual contact center environments. Read on to learn more about the types of call center software solutions that can enhance the management of remote agents in virtual contact centers.
As the virtual contact center model continues to increase in popularity, it will also drastically evolve. So, what will the virtual contact center of the future look like? Read on to learn more.
Virtual contact centers are gaining popularity. But, are they really better than traditional call centers? Read on to learn about the pros and cons of virtual contact center operations.
Many companies are hesitant to move to a virtual contact center model, because they fear it will negatively impact service delivery. This article highlights tips and tools that can ensure the highest quality interactions within virtual contact centers.
February 14th, 2012 | | Comments Off on Top 10 Virtual Call Center Software
Virtual call center software enables companies to manage geographically dispersed service agents by providing call monitoring, VoIP services, scripting, intelligent routing and workforce management. Download our Top 10 Virtual Call Center report for a comparison of the leading virtual call center software solutions.
Three-minute overview video of inContact featuring CEO Paul Jarman.
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