Call Recording Featured Article

The 14th Annual Call Center Week in Las Vegas has finally come to an end, and as one of the largest call center events in the world, the industry is left with tons of information and new innovations to sift through. This year its attendee list had a large variety of organizations from retail to healthcare to financial companies, which included Visa International, Tiffany and Company, Cigna, Famers Insurance, VistaPrint, Best Buy, Comcast (News - Alert) and Money Management International.

Every organization knows just how important customer service is to their success, it is just a matter of how to maintain it as technology and the platform of communication begins to change, which is why events like Call Center Week are very popular among all industries.

Rachel Ramsey, a Web editor for TMCnet, was able to attend the event, where she uncovered the hot topics from this year’s Call Center Week. They are:

• Fonolo (News - Alert) focused this week on promoting its InCall rescue product 
• Jones/NCTI released its LogiCall Tier Zero self-help solution
• Kana had a release about its customer Garmin (News - Alert) speaking at the show about using Kana's software
• Sennheiser released its DECT wireless headset
• Interactive intelligence focused a lot on the cloud and its small center
• Benchmark portal talked about its iBenchmark
• Intelepeer announced cloud-based video conferencing service with Vidtel (News - Alert)
• Interactions is opening two new offices, and just got $40 million funding

Call Center Week also featured a recently highlighted J.D. Powers five year study, which revealed that organizations with improved customer service increased shareholder value by 52 percent, while those organizations whose service declined lost 28 percent of their value. TARP Worldwide research indicates that two-thirds of customers in most markets don’t buy primarily based on price; they buy on convenience, service and word of mouth.

By attending Call Center Week organizations, and industries as a whole, can work together to increase their shareholder value and profit off of the latest trends. To learn more about the latest call center trends and discoveries from this year’s annual show, please visit Call Center Week.