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Contact Center Technologies

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Feb. 18, 2012

Becky Mcginity and 1 other person answered this question

Is your call center using a hosted (cloud based) call center provider?

Hey Annie,
Let me share my experience with you. I have a medium sized business in Brisbane, Australia. My business is to provide cab facility to anyone in Queensland. People just need to call on my company’s support number. Hence a lot of calls (sometimes ... more

Cloud-based Call Center

Contact Center Productivity

Contact Center Setup

Contact Center Technologies

1 more topic

Oct. 28, 2011

Azharm muh and 4 other people answered this question

Who are the top vendors for a predictive dialer system?

For cost effective predictive dialing solutions visit India's Leading firm *astTECS official call center dialers, predictive dialer http://www.asttecs.com/call-center-dialer more

Customer Service

Information Technology

Contact Center Technologies

Predictive Dialer System

July 5, 2011

Alice Clark and 1 other person answered this question

What are the benefits of enlisting a customer database?

Telemarketing cannot work without a telemarketing list or a costumer databse. Such leads database stores all the necessary business contact information of each prospective client of a firm's target market. The accurate numbers and other personal information provide the access that marketers need to communicate ... more

Customer Service

Information Technology

Sales

Contact Center Technologies

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March 31, 2011

Jim Watson and 1 other person answered this question

What does it mean to be a multichannel contact center?

Hi Lauren,
A multi-channel contact center is a contact center (call center) that customers can reach via multiple "channels” such as, Email, Telephone, Web Portal, or even SMS, Social media tools, etc.
The advantage for the customer is that it makes their lives easy, because they can ... more

Customer Service

Information Technology

Sales

Contact Center Setup

3 more topics

Feb. 15, 2011

Srikanth SESH and 2 other people answered this question

What is the status of the cloud in the contact center? Is it taking off like other areas of the org?

With the emergence of SIP technology, IP based networks, aided by concepts of virutalization, cloud is finding its place aggressively.
From an India context, the emergence of rural-markets as a BPO destination, is driving the need for a cloud based architecture. We see BPO organizations ... more

Customer Service

Information Technology

Sales

Cloud Computing

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Feb. 5, 2011

Laurence Barrett and 11 other people answered this question

IVRs - love them or hate them?

Uttam, I still think there are bad for real customer service but pleased to see that they obviously fit what you want to do.
Regards more

Customer Service

Information Technology

Sales

Contact Center Productivity

4 more topics

Jan. 27, 2011

Michelle Babb and 2 other people answered this question

What is the value of coaching in the contact center?

Proper coaching on the right factors is the single most important activity that must occur in EVERY contact center. Unfortunately, in a world where supervisors are stretched to shove more activities into an already full schedule, coaching is often the one item that quickly falls ... more

Customer Service

General Management

Information Technology

Sales

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Jan. 27, 2011

Michelle Babb answered this question

What is the future of the IVR?

While techniques in IVR development continue to evolve, I really don't see major technical advances coming out any time soon. Instead, I see that there will be continued focus on social media channels.
However, I do see the continued evolution of the IVR (along with ... more

Customer Service

Information Technology

Sales

Contact Center Technologies

3 more topics

Jan. 5, 2011

Richard Piatkowski and 1 other person answered this question

Is your contact center using Lync/Microsoft Office Communicator?

Jay,
Aspect have been using OCS in our global (follow-the-sun) contact centre operation for sometime now. We have recently migrated to Lync and have ~2000 users (contact centre and back office) running Lync, with no legacy telephony platforms whatsoever.
If you want to know more, ... more

Customer Service

Information Technology

Sales

Call Center Tech

2 more topics

Dec. 23, 2010

Jason Tardif published a brief

Predictive Dialer Solution: On Premise VS Hosted

Customer Service

Information Technology

Sales

Call Center Technology

10 more topics

Dec. 15, 2010

Neil Darling answered this question

How important is SIP to a contact center?

Jeff:
SIP provides more functionality to a contact center in several ways.
1 - SIP provides a way to reduce costs.
By almost all accounts - SIP is less expensive and more flexible than POTs / PRI. Where find a good example of this is we ... more

Customer Service

Information Technology

Sales

Contact Center Solutions

3 more topics

Dec. 13, 2010

Lee Anne Wimberly answered this question

What role is your contact center technology playing in delivering business value?

Below is a link to a short video where Sprint describes the value they are delivering by training during idle time (via Knowlagent technology). A typical customer can cut shrinkage by 5-10% in this way.
http://www.knowlagent.com/resources/Video/Knowlagent-Sprint.aspx more

Customer Service

Information Technology

Sales

Business Value

3 more topics

Dec. 12, 2010

Niek Bosch and 6 other people answered this question

Should I be calling my own contact center?

In any business I have worked I advice management to follow their complete product/service flow from beginning to end on a regular basis. This gives them inside in what the customer experiences when they are doing business with them and makes it easier to recognize ... more

Customer Service

Information Technology

Sales

Contact Center Security

4 more topics

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