The Emirates is pushing to become an outsourcing hub, with more companies with offices here wanting to place some of their operations with other firms locally. But numerous challenges remain. Brownell O’Connor, chief consultant of Insights, a call-centre training company in Dubai and the organiser of a conference focused on outsourcing that is to be [...]
Online chat continues to develop as an influential, profitable customer service and sales delivery method. However, even with growing consumer preference, impressive ROI and high customer satisfaction, online chat remains an undeveloped channel. Forrester Research has predicted U.S. Online retail sales will reach nearly $250 billion by 2014. Increased consumer demand for web-based customer support [...]
It may have appeared that Randy Newman attacked the self esteem of every person of lesser stature (including myself ) with his 1977 song about short people, but no one would dare to pen a hit against small to medium contact centers (SMCCs). Today’s market respects smaller centers by offering them advanced contact center functionality [...]
While the best contact centers ensure that they have well-trained, talented and mentally stable e-support agents in place to handle customers’ emails, chats and web calls, the very same organizations also have in place powerful, alluring and user-friendly online self-service applications so that only customers with complex issues or who are extremely lonely require live-agent [...]
According to CTIA–The Wireless Association, there are now over 300 million wireless connections in the United States alone. Society as we know it has clearly gone mobile. We can reach family, friends, colleagues and service providers anytime, anywhere, increasingly with web-friendly smartphones and tablets. Your IT organization may already have plans for the infrastructure and [...]
A recent webcast hosted by unified IP business communications solutions provider, Interactive Intelligence Group Inc. (Nasdaq: ININ), has revealed key 2012 contact center trends. The webcast, attracting more than 2,300 registrants and featuring multiple industry experts, identified the following seven key 2012 contact center trends: 1. The increasing use of remote agents 2. A renewed [...]
A new generation of tech-savvy customers is shaking up the self-service status quo for contact centers.
Do you run a small business that’s looking to expand? If so, you may find your limited team needing to deal with an increase in calls to the office. Here are 10 reasons why introducing a call handling service could be the answer.
The call center industry has been present in the market for so many years already and its extensive presence in the industry has promoted innovation and expansion within the industry.
Today contact centers software are putting greater emphasis on providing the right kind of services to their customers, while understanding customer wants and a greater insight into customer requirements.