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3rd Party Remote Call Monitoring Feature

December 03, 2010

Call Center News of The Week

By Chris DiMarco, TMCnet Managing Editor

This week the call and contact center space was alive with talk about new programs, new customers and new regulation. The stories came from some major players in the field including Zeacom (News - Alert), Spectrum Corp and InContact.

InContact hosted a Webinar with TMC’s (News - Alert) Pat Barnard on IVR and how to make it work for you and your Customers. The webinar focused on trends within IVR including self-service, how to identify and serve VIP customers and offered real life examples showing the concepts of IVR in action.

We also looked at an approach Interior Concepts is taking that aims to maximize a customer’s workspace design process. The virtual tours page has over a dozen preconfigured call center layouts for customer to view. The idea center gives 360 degree views of interior concepts most popular furniture modules and allows customers to configure a work space virtually. By logging in returning visitors can find the office spaces that they’ve previously configured and modify them according to updated needs.

Spectrum (News - Alert) Corp offered five best practice tips to utilize call monitoring to its fullest extent. The company suggests setting goals, collecting data, establishing a base line, tailoring reports to specific and organizing the data to make sure that you’re getting as much as you can from your call monitoring software.

TMC also had an opportunity to speak with upcoming Zeacommunity speaker Tim Searcy about topics he’d be addressing at the show. Regulation will present a growing challenge to call center service and software providers in the near future, and Searcy feel is will be one of the biggest challenges facing growth in the call center space.

Netsuite also announced news that hundreds of companies have adopted its CRM solutions. Following news that the company’s stock had hit a 52 week high this past week, the company has also revealed that it added over 500 companies to its customer roster. The companies defected from competitor Sage who also offers CRM and ERP solutions but does so in an on-premise solution.

The call center space is constantly changing and news like this is the best way to determine the trend and direction it’s evolving in.  Watch this and other call center related channels for a recap of the industry’s biggest stories every Friday at TMCnet.com.


Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco

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