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TMCNET eNEWSLETTER SIGNUP publishes original, technology-oriented articles and columns written by industry experts and TMC's own editors.

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The customer experience is paramount, we know this, but how can one ensure that it is providing the highest level of service? What if I told you analytics where the answer, specifically speech analytics? Jeannette Ho, vice president of revenue management and analytics at FRHI Hotels and Resorts recently gave an intereview to where she illuminated several methods to guarantee a top-notch customer experience.
1/30/2015 5:02:46 PM
When it comes to the disruptive changes that will rock the technology sector over the next three to five years, almost all ITEXPO panelists and keynoters this week agreed: we are entering a world dictated by the Internet of Things (IoT), big data and cloud computing.
1/30/2015 4:55:30 PM
What sort of discount on a product would make you willing to deal with an offshore call center for a routine service call? The U.K. public recently dove into that question and revealed that many of them would choose to simply work with a U.K. call center rather than take the discount and be forced to deal with agents from another country.
1/30/2015 4:48:07 PM
Digital marketing spend is expected to keep pace-and even exceed-traditional marketing spend in the coming years. As a matter of fact, a 2014 Gartner survey found that two-thirds of companies are funding digital marketing via reinvestment of existing marketing budgets. Supporting research from Mondo states that investment in digital marketing will increase as 80 percent of companies plan to boost their digital marketing budgets (for the majority, by between 5 percent and 15 percent) during the next 12 to 18 months.
1/30/2015 4:16:32 PM
A mobile phone provider has responded to a Denver television station's undercover report that found several representatives circumvented eligibility requirements when they signed applicants up for a low income cell phone program.
1/30/2015 4:11:51 PM
The cooperation of enterprises with one another can go a long way toward product/device interoperability and increased sales for their products. Avaya, a provider of business business communications and collaboration software, has created its DevConnect program to involve third parties that wish to combine Avaya's global reach with their own products.
1/30/2015 4:08:56 PM
We are still in the early stages of WebRTC, and during this time getting people to adopt the technology is just as important as making sure it works. More and more developers are becoming involved in WebRTC development, and while in the past the emphasis has been on appealing to the customer service industry for interest and support, honing the technology itself is now taking more of a front seat in the process. John Riordan, CTO of business phone service OnSIP, believes that it's the right time.
1/30/2015 4:05:17 PM
There are a host of reasons to get in on a business voice over Internet protocol (VoIP) system. Having access to more features than the standard phone system, having access to better quality features, being able to put it to use in more places and even saving substantial amounts of money-particularly for those businesses that do a lot of long distance or international calling-are all just part of the package.
1/30/2015 3:52:29 PM
Computaris, a system integrator and software development services provider, predicted 2015 would be the year in which VoLTE services, market consolidation and revenue leakage from OTT will play a greater role.
1/30/2015 3:48:58 PM
We all know a lone wolf, someone who thrives working independently and without the constraints and limitations of a group. But wolves are inherently pack animals and ultimately work best as a team, with clearly defined roles. The same theories can be applied to customer support, surprisingly, and collaboration among team members is extremely important.
1/30/2015 3:46:33 PM
Generally, whenever there's an announcement of new fiber installations going into place, it's good news, and usually it's good news for both the consumer and the company stepping up the installation. This time around, it's an agreement between Allied Fiber and Telefonica, bringing a new dark fiber agreement to the United States.
1/30/2015 2:24:15 PM
The Dell'Oro Group is a firm specializing in strategic analysis in the networking and telecommunications industries. The company publishes quarterly market research reports. The firm publishes Wireless LAN quarterly reports which are designed to provide in-depth market-level and detailed vendor market share information. Some of the device segments that are included in the report are outdoor mesh nodes, SOHO and external client devices. The forecasts provide a comprehensive overview of market trends showing manufacturers' revenue, units shipped, and average selling prices.
1/30/2015 1:05:51 PM
The beginning of 2015 comes with some exciting news for Mexico. According to the Secretariat of Communications and Transportation (SCT), this month the first reports on the use of LTE in the 700 MHz band will be taken, which should provide some valuable information with respect to the design of the project of shared mobile network.
1/30/2015 1:00:25 PM
Overture has expanded its Ensemble Open Services Architecture (OSA) with the new Ensemble Service Intelligence offering. The solution provides analytics and big data technologies for gleaning actionable intelligence of service orchestration.
1/30/2015 12:58:11 PM
In a move that some say will have far-reaching implications, a number of Democratic lawmakers -and one Independent - are putting pressure on the Federal Communications Commission to reject proposals that could provide exemptions for businesses to use auto-dialers to reach consumers' mobile devices.
1/30/2015 12:53:53 PM
Any IT professional who has used monitoring tools for any length of time is most likely perfectly comfortable setting up new devices, such as servers, routers, switches and the like. Adding sub-elements, such as disks and interfaces are probably a snap, too. There's also a good chance they've set up their fair share of reports and data exports. Not to mention alerts.
1/30/2015 12:46:18 PM
No one wants their contact center known for a security breach- there is nothing more damaging than compromising sensitive customer data. Customers aren't concerned about security- it's up to the enterprise to keep their trust and make sure the proper technology and procedures are in place.
1/30/2015 12:41:19 PM
According to a Filipino report, there's a movement taking shape to do away with a current income tax holiday on call center business.
1/30/2015 12:36:00 PM
Managed networking and cloud services specialist Masergy Communications has been officially certified with the Microsoft Lync 2013 platform. The company's UCaaS Intelligent SIP Trunking services are compatible with Lync, Microsoft's UC offering that includes presence, instant messaging and advanced communication and collaboration capabilities.
1/30/2015 12:35:31 PM
One of the best ways to find out if your customer service quality is up to snuff is to look at your communications from the customer perspective. Determining just how user friendly you come across to customers can go a long way toward ensuring you are providing the best possible customer service experience.
1/30/2015 11:40:47 AM
Businesses all share one value: the bottom line. Revenue doesn't mean much if your overhead costs are chipping away at your profits, but businesses shouldn't rest on their laurels when it comes to customer relationship management (CRM) investment. It is, however, imperative to make sure that whatever CRM solution you're investing in adds to your bottom line, not subtracts from it. How do you determine how much you're getting from your CRM solution?
1/30/2015 11:35:22 AM
As if the threat of removing a tax break for call centers wasn't enough of a concern, the Philippines notes that finding individuals with the necessary skill set to work in a call center is a growing challenge.
1/30/2015 11:35:00 AM
If you're on the non-IT side of your place of business, you're likely not concerning yourself with the data that goes on behind computer monitors, or where it goes or where it's being held. The truth of the matter is that the effective management of corporate data has grown in importance as businesses are subject to an increasing number of compliance regulations. If you're running the business, this is most certainly something that needs addressing, and as years go on, that data needs to be dealt with, usually in the form of data assessment.
1/30/2015 11:34:02 AM
There are some needs that, for an office environment of any size, are pretty much standard fare and hard to challenge on any level. Electricity is one, as are thing like water service and heating and cooling. But one point that generally goes unchallenged on the every office needs this scale is communications technology.
1/30/2015 11:31:53 AM
Little improvements often are what separate the average call center from the amazing call center. True innovations are few within the call center, and those that do emerge from technology or new business practices are quickly copied. So what separates the average from the awesome are the little things.
1/30/2015 11:29:56 AM
Is corporate communications suffering from too much top-down thinking? The answer seems to be yes it is too top-down in its thinking.
1/30/2015 11:27:27 AM
The workplace is changing, as anyone with a smartphone has noticed. Business processes are transforming, the office environment is reinventing itself, and even the way coworkers relate to each other is shifting.
1/30/2015 11:24:59 AM
As someone who regularly doles out advice on how to boost the customer experience, it is a bit awkward to admit that customer service strategy has its limits. While there definitely is much that a business can do to improve its customer experience, one of the most important aspects is one that can hardly be affected through corporate policies.
1/30/2015 11:18:56 AM
The Department of Homeland Security's Continuous Diagnostics and Mitigation (CDM) program is important if you are in charge of any sort of IT for a government agency, no matter how big or small. The regulation requires all governmental agencies to keep track of the devices on their networks that they may not own or have expected to be present, as well as the ones that should be present but have been noticeably absent for a while.
1/30/2015 11:12:53 AM
For decades, the telecom industry changed very little. Telephone communications were the only channel available to customers, which made running a business and providing customer service relative easy for operators. In recent years, however, that dynamic has been turned on its ear. As customer expectations for multichannel customer service have grown, operators are faced with a new set of challenges.
1/30/2015 10:56:10 AM
Government agencies and entities are rapidly making the move to VoIP tools and technologies. VoIP adoption can be seen across a number of government sectors, as evidenced by recent aggregated data from government business intelligence organization Onvia: 24 percent of K-12 schools, 20 percent of federal agencies, 17 percent of cities, 14 percent of counties, and 13 percent of states are investing or considering investing in VoIP. Furthermore, nearly 30,000 government budget documents between 2014 and 2018 will mention telecom projects.
1/30/2015 10:39:24 AM
In the Philippines, there's a movement taking shape to do away with a current income tax holiday on call center business. It's not going over well.
1/30/2015 10:34:00 AM
Energy Northwest comprises 27 public power utilities, and provides 1.5 million people across the state of Washington via nuclear, wind, hydro and solar means earned a Better Workplace Award from the Association of Washington Business for its flexible work policies that allow employees to have an optimum work/life balance.
1/30/2015 10:33:48 AM
If you thought holding a M2M, IoT standards-driven breakout session at 9 am the last day of the M2M Evolution Conference & Expo was a risky move, think again. Conversely, there was standing room only this morning at the One M2M, IIC and the Quest to be Different Standards breakout as trade show participants convened to hear the challenges and opportunities surrounding M2M and IoT standards.
1/30/2015 10:33:44 AM
Returning to ITEXPO each year is always extra special for NetSapiens, creators of a best-in-class multi-tenant hosted PBX platform. After all, though the company was founded in 2002, it wasn't until ITEXPO 2006 in San Diego, California, that the NetSapiens formally announced that 2007 would be its first commercial year of business.
1/30/2015 10:23:55 AM
With mobile VoIP being as inexpensive as it is, it makes sense that businesses are putting more money on their bottom lines while boosting productivity levels.
1/30/2015 10:03:48 AM
As a cherry on top, with its new offering Wavetel announced it will include free IP phones in its packages, which according to the company the special is truly eliminating all upfront and ongoing hardware costs.
1/30/2015 9:36:06 AM
If life moves faster today than it did decades ago, this is doubly true of customer service. Customers, once content to wait for a callback, an e-mail or even a letter in the mail, today expect instant resolution to problems and instant answers to questions. Once confined to desktop computers and wired telephones, these same consumers have the ability to engage in omnichannel customer support from anywhere and at any time thanks to their wireless devices. And they're willing to complain loudly about any organization that doesn't meet their expectations.
1/30/2015 9:33:39 AM
A recent report noted that some 94 percent of the Philippines call center industry is with American companies, who outsource their business to the island nation. That may soon change.
1/30/2015 9:33:00 AM
Today's employees are flooded with communications from their various business partners and clients using a multitude of mediums and unified communications features including chat, videoconference, conference calling, extension portability and reliable old email. Without the right tools to address the various communications they receive, mobile employees will find it hard to stay on top of client messages in a timely manner.
1/30/2015 8:53:53 AM
There's a reported movement under way to do away with a current income tax holiday on call center business in the Philippines.
1/30/2015 8:32:00 AM
Headsets are no exception. A well-designed headset must have the latest audio technology, innovative features that make it easy to set up, use and upgrade - as well as looking smart and feeling comfortable.
1/30/2015 7:48:56 AM
WebRTC is still very young in the market, but its ability to streamline customer service interactions could prove invaluable in the future, not only because it saves companies money, but because it helps to secure a user-friendly connection with customers, strengthening the business-customer relationship.
1/30/2015 7:46:34 AM
Nothing psychologists do is actually mind-blowing; what they teach and help with is stuff all of us know on some level. But psychologists help us actually live and recognize these basic things we know, which is why they are so useful. They have the tools and they know what is most important.
1/30/2015 7:39:42 AM
Unfortunately, when a job gets stale, productivity declines. Staff get into ruts, goals and improvements flatline, and performance suffers. Again, the call center is no exception.
1/30/2015 7:38:51 AM
Despite all the noise about call centers relocating back to the U.S. from overseas locales, the industry is still going strong in the Philippines. That may be changing.
1/30/2015 7:31:00 AM
When it comes to power protection during inclement weather, most of us think of Mother Nature during the more rainy months like hurricane season, but really, power protection is an all-season concern.
1/30/2015 6:00:00 AM
Intel haS quietly announced the launch of its new Intel NUC desktop mini PCs, and the buzz is that these machines will be equipped with Broadwell Core i3 and Core i5 processors.
1/30/2015 6:00:00 AM
Auto service departments are adopting text message notification systems to better meet the needs of their customers while fine-tuning internal operations.
1/30/2015 6:00:00 AM
A current tax break for call centers is being revisited in the Philippines. Add in a lack of qualified employees, and industry leaders are getting worried.
1/29/2015 5:55:00 PM
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