Amar's Alley: The Battle Between Contact Centers and Answering Machines

Posted by Guillaume Seynhaeve on Feb 24, 2014 9:40:00 AM

“Hi! you have reached blah blah blah, please leave your name and number and I will get back to you." Familiar? It should be….these words likely echo in your ears at some point everyday! Correction…this probably happens to you on almost every call! 

Allow me to provide you with an outside perspective from a member of the “old guard” (let’s just leave my age at that), who always jumps to answer a call, regardless of what’s going on and even if the number is unknown.  In my younger days, we would run across the office floor, or down the flight of stairs at home to pick-up the phone, because we were taught that if a device rings, it's for a reason.  Today, I am intrigued by how often I come across that same old message, “Hi! You have reached (blah blah blah blah), please leave your name…"

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Topics: cloud based contact center, call center, crm integration, custom crm integration, 360 view, call center software features, contact center solution, call center software, cloud call center, customer support, best business practices, call blast, employee retention, scalability

SaaS Contact Center Software, the quick and dirty!

Posted by David Rastatter on Dec 9, 2013 12:00:00 PM

So what is software-as-a-service (SaaS)?

After being immersed in the contact center arena for quite some time, I have found that people are still having trouble grasping what software-as-a-service really is. Software-as-a-service, also known as SaaS, is an on demand software. The software is hosted in the cloud and a web browser acts as the medium for the customer to access it.

Think of it like renting an apartment, as opposed to owning one. Your landlord or property management company handles all of the maintenance headaches such as plumbing issues, broken air conditioning units, and changing light bulbs, while you enjoy the benefits of living in the apartment. SaaS can be seen as the same thing. It allows the customer to enjoy the product without worrying about the behind the scenes maintenance including updates and fixes. The customer uses the software, but its ‘skeleton’ remains unseen.

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Topics: cloud based solution, call center software features, call center software, customer support, software, SaaS

Can your contact center software keep up with customer demand?

Posted by Rachel Brink on Dec 2, 2013 1:17:00 AM

The holiday season is a busy time for both consumers and companies alike. People become concerned with shopping for the perfect gifts and making sure their holiday dinners are delicious and pulled together. They want to be able to get what they need, when they need it, without any difficulty. Because of this, companies have to make sure that their customer service and support is highly responsive. They also have to be sure that their system is scalable and can handle the increased activity during the busy holiday months.

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Topics: crm integration, cloud based call center, 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

PCI Compliance: The Vault in the cloud.

Posted by David Rastatter on Sep 26, 2013 3:02:00 PM
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Topics: customer service, cloud based, call center, crm integration, contact center, customer support, pci compliance

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