Latest Contact Center Best Practices

Jul 31

Web Real Time Communications (WebRTC): A new weapon for SaaS providers or a lethal injection for telecom providers?

Posted by Raj Sharma on Jul 31, 2014 9:29:26 AM

Technologies follow interesting twists and turns along the adoption curve. It often proves most of the experts wrong, if not relative to how it gets adopted, certainly relative to the timing of its adoption.

Take WebRTC for example. The telecom industry has been talking about the technology for a number of years and a number of vendors have illustrated interesting use cases that leverage its benefits. And yet today, the only places where we find its actual use are in residential applications like Google’s ChromeCast. With the introduction of the "Mayday" button on their high-end tablets, Amazon made some waves in the WebRTC andcontact center worlds, but it is unclear how many people actually use this capability to call Amazon. So even though it solves a number of business problems and helps carriers introduce new services that help them compete more effectively, the technology is still stuck in the demo phase as far as productive business applications are concerned. 

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Topics: contact center, call center software, technical support, technology, SaaS, WebRTC

Mar 24

Is Your Contact Center Truly Redundant?

Posted by Guillaume Seynhaeve on Mar 24, 2014 1:30:00 AM

Over the weekend, the weather finally changed, with temperatures in the high 60’s on Saturday.  It’s not something I generally get excited about, but after this year’s brutal winter I took advantage of the break from the cold to go on a long run with friends.  It was on this run that someone asked me, “How is it that my home phone never goes down but that a number for one of Ashburn’s biggest data centers can, and recently did, with only a busy tone for those trying to get through?” 

Knowing what I do for a living, he went on to explain that one of the employees at the data center had been fired and chosen to turn off the switches before walking out, which brought the whole center to a standstill.  In fact, not only was he able to bring down all of the managed hosted services, but the VOIP-based PBX system was also shutoff, which prevented the entire support staff from making or receiving calls.   To make matters worse, every client who tried to call customer support heard nothing but a busy tone.  Doesn’t help when one of those clients is the state government.

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Topics: fully redundant software, contact center software, call center, call center scalability, 360 view, call center software features, call center software, cloud based call center, technical support, cloud customer service, redundant systems, customer support, scalability, fault tolerance, service delivery, IVR technology, VOIP

Nov 06

Calling all Laggards!

Posted by Rachel Brink on Nov 6, 2013 10:25:00 AM

With the development of any new product or service, there are people who typically jump on the bandwagon right away, and there are others who are slower to adopt new innovations. Those who are quick to adopt these new technologies right away are known as innovators and early adopters. They tend to be less conservative, more risk-oriented, and opinion leaders. Then, there are those who are hesitant to adopt new products, known as the late majority or laggards. They tend to be more conservative, skeptical, and will only begin using a product if the majority is using it or if it has become mainstream. Every business or industry deals with this product adoption model to an extent, and it is becoming evident that this is the case with cloud-based technology.

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Topics: cloud based contact center, cloud based, call center, cloud based solution, cloud based call center, technical support, software support, cloud customer service

Oct 25

What Customers Have Come to Expect

Posted by Rachel Brink on Oct 25, 2013 1:15:00 AM

In recent years, I feel as though my customer service expectations have risen tremendously. I am not completely sure why this is the case, but I know it has something to do with the technological advancements that our society has made. So many companies used to be able to get away with poor customer service because it was difficult for their customers to research them before hand, and harder for them to make the switch to a different company. Now, marketing is a two-way street; customers can post reviews on Facebook, Angie’s List, blogs and twitter regarding their experiences with companies. These customers can now project their opinions to thousands of people, if not more, and speak either highly or poorly of the companies with which they are doing business. Also, switching companies is now a matter of a quick and easy phone call. Companies can no longer get away with cutting any corners, and it has become a priority for many to re-vamp their customer service departments to ensure that they will not be brought down by negative reviews.

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Topics: customer service, inbound, call center, contact channels, call center software features, technical support, cloud customer support, software support, cloud customer service, customer support

Sep 03

Four Questions to Ask About Technical Customer Support in the Cloud

Posted by Madeleine Coe on Sep 3, 2013 11:47:00 AM

When it comes to finding a software solution for your cloud-based contact center, there are two very important things to consider. The first is obviously whether the solution or technology offering fits your business needs. The second is the much less obvious, but ultimately just as important. What does this company offer in terms of technical customer support services?

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Topics: contact center software, technical support, cloud customer support