Jay's Corner: Its trendy, trendy, trendy: 2014 Contact Center Trends

Posted by David Rastatter on Jan 10, 2014 11:50:00 AM

An article about contact center trends recently caught my eye. The article, found here at Nearshore Americas: The Eight Most Influential Contact Center Trends, hones in on eight contact center trends for 2014. However, I would like to focus on the six trends that I believe are most important.

The first trend in the article is fitting in the cloud. Many contact centers have already moved to the cloud by using software solutions, but most are still premise-based. The cloud provides huge advantages for contact centers including scalability and speed of deployment. Security and reliability were once liabilities, but are becoming stronger on the cloud. Small and medium sized businesses are expected to move to the cloud. However, as the article states, large outsourced call centers will probably not make the change just yet.

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Topics: VTAG, contact center software, 360 view, contact channels, blended contact center software, cloud customer support

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

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

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