CUSTOMER INTER@CTION SOLUTIONS — September 2010
There is always a buzz around Interactive Intelligence: Since day one, the firm has and continues to come out with (and its customers have successfully deployed) imaginative, feature-rich, easily-enabled-and-supported needs-anticipating-and-meeting communications solutions used in or via the contact centers…
Meshing the Media, and Channels
The customer-contact center interaction dialogue is about to become more complex as it expands from supporting multiple channels - voice, e-mail, and chat - to enabling and engaging customers through multiple media: social and a little further down the road, video.
Streaming the Data
Customers and organizations are now reaching out to each other across many different channels that must be carefully managed to provide a consistent and seamless experience. The data contained in these interactions provide invaluable service, problems, performance and product knowledge and insights.
Staffing for the Next-Gen Contact Center
As the economy slowly climbs out of the downturn there is a next-generation contact center that is emerging. One whose agents must communicate intelligently, demonstrating skills both soft: i.e. empathy and hard: sales as well as service, with ever-more demanding customers via multiple channels: voice, chat, e-mail, fax, SMS and now social media. One where the environment is anywhere: inside traditional employer-provided facilities, in agents' homes and on the road.
Recording the Experiences
Today's call recordings solutions can make a difference in contact centers, whether the rationales for choosing them are to replace outmoded tools and to accommodate expansion and/or boost customer satisfaction and bolster quality assurance. The following examples illustrate just that.
Awards and Recognition
2010 TMC Labs Innovation Award Winners Announced
Two-thousand and ten marks the 11th anniversary for the prestigious TMC Labs Innovation Awards, where TMC Labs reviews dozens of applicants and chooses the most unique and innovative products and services. The contact center industry is often the early pioneer in creating innovative products since contact centers are always looking to increase agent productivity, reduce costs and improve customer satisfaction.
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