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January 23, 2013

Talking About High-Quality Communications

By Allison Boccamazzo, TMCnet Web Editor

Providing clear, understandable and reliable communication in the contact center is only one piece of the puzzle. In actuality, there are tons of factors that figure into this ever-changing equation, including many challenges that can stunt the quality of your contact center customer experience. Therefore, it’s essential that IT organizations take a thorough look and a holistic approach to account for every element, including infrastructure, applications and services that enable the representative to optimally serve the customer. 

One company that knows this like the back of its hand is Voice4Net; its team of business and telephony experts boasts a combined experience of more than 50 years. “We’ve encountered just about every type of situation and configuration, which means we’re already well-versed in many aspects of your business communication requirements,” the company beams on its website.

Bottom line: Voice4Net creates solutions that enable you to conduct more business in more ways.

Putting together all of the pieces of this communication puzzle is what provides the service delivery of these necessary functions to truly transform your contact center environment and experience. So how can IT organizations create a truly unified contact center environment, including integration of emerging channels with traditional call center technologies, to create the perfect environment and customer service?

Of course, Voice4Net’s got your answer! In fact, if you’ve found yourself wondering about this critical contact center question as of late, you can join Voice4Net’s CEO Rick McFarland along with other industry experts, who will be speaking during an ITEXPO (News - Alert) Miami 2013 Conference panel session titled, “Contact Center Customer Experience: More than ‘Can You Hear Me Now?’”

Attending ITEXPO Miami 2013 will prove very advantageous not only for those looking to connect and network with the latest and greatest in the technology and communications space, but they will also walk away with invaluable and industry leading information on what will ensure business growth and continuity.

In his session, for example, McFarland will describe the challenges involved in delivering a superior customer service experience from an infrastructure and functionality perspective, a statement divulges. The discussion will also touch on cloud- and premises-based deployments, emerging media channels, mobility and agent-oriented personal service that create a unified and effective environment, said statement adds.

McFarland himself gives us a taste of what we can expect at the panel session, explaining, “A successful contact center experience depends on an increasing array of variables” and that “these include the type of tools supplied to the agent, the expanding channels by which customers communicate, the ability to track calls and report metrics, and the structure in which organizations utilize personnel across different geographies.”

He continued, “As an industry, it’s our responsibility to address this fragmented environment with a holistic, cooperative view of how to best serve the customer. The panel session will help define our efforts to make the customer experience a direct priority.”

At last year’s ITEXPO Austin 2012, McFarland also spoke at not one but two panel sessions revolving around customer service and the customer relationship.

To find out more about McFarland and Voice4Net, visit the company at ITEXPO Miami 2013,taking place Jan. 29- Feb 1, in Miami, Florida, where McFarland is speaking during “Contact Center Customer Experience: More than ‘Can You Hear Me Now?’” For more information on ITEXPO Miami 2013, click here.

Edited by Rachel Ramsey
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