Noah Rafalko and Erik Linask discuss the evolution of communications and the need for call centers to embrace SMS as the most popular form of communication globally and integrate into their customer engagement strategies.

Tags: TSG Global, TMC, Noah Rafalko, Erik Linask, Call Center, Contact Center, SMS, customer engagement, customer satisfaction, unified communications, IM, mobility, smartphone, text message, customer service, TextGen

Bruce Belfiore from Benchmark Portal explains how automation helps deliver better and more timely benchmark data on call center metrics and performance.

Tags: Benchmark Portal, customer satisfaction, call center certification, call center quality, ibenchmark, call center metrics, call center efficiency, best call center, call center best practice, call center consulting

Service technicians have long suffered the wrath of customers frustrated from having to wait through a four-hour window for their arrival. With advanced mobile workforce management (WFM) software, dynamic scheduling and instant updates to customers can drive the arrival window down to one hour increasing customer satisfaction and brand loyalty.

Tags: Cable Show, TOA Technologies, WFM, workforce management, routing engine, dynamic scheduling, customer satisfaction, call center software, dispatcher software

Service technicians have long suffered the wrath of customers frustrated from having to wait through a four-hour window for their arrival. With advanced mobile workforce management (WFM) software, dynamic scheduling and instant updates to customers can drive the arrival window down to one hour increasing customer satisfaction and brand loyalty.

Tags: Cable Show, TOA Technologies, WFM, workforce management, routing engine, dynamic scheduling, customer satisfaction, call center software, dispatcher software