Contact Center Technology
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How to Design a Stress-Free Contact Centre

How to Design a Stress-Free Contact Centre | Contact Center Technology | Scoop.it

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, May 14, 2015 1:38 PM

Stress is a fact of life in most #callcenter organizations. This post can help reduce stress and improve engagement and performance. #custserv #engagement

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Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal

Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal | Contact Center Technology | Scoop.it
The company manages operations for Everest Colleges in metro Denver and Colorado Springs following the sale from Corinthian Colleges.

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Colin Taylor TRG's curator insight, May 13, 2015 12:42 PM

#callcenter closes in Thornton, laying off 131 staff

Rescooped by Jessica Voss from Internet of Things - Technology focus
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IEEE launches hot IoT ecosystem study

IEEE launches hot IoT ecosystem study | Contact Center Technology | Scoop.it
Paper shows how to create a smarter and more programmable and interactive IoT.

Via Richard Platt
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Richard Platt's curator insight, May 10, 2015 5:10 AM

"The roundtable discussions that we moderated and hosted were entirely consistent with the overall conclusions of the IoT Ecosystem Study and reinforce the valuable role that all of the actors need to play to contribute to the IoT's development and success.  -  Chuck Adams, strategist at Huawei said: "With global interoperability of IoT as a goal, it's important that we continue to build consensus across industry, researchers, academia and regional organisations, as well as with the broader SDO and implementation communities, while also focusing on cross-domain management that provides the security, trust, and privacy necessary to ensure evolving market acceptance and adoption.

"This study provides a detailed snapshot of where we are today, broadly covering the many varied and emerging areas relevant to growing the IoT market, and serves as a valuable working platform for discussion towards realising the full potential of IoT as envisioned for the future."  - However the report on standards isn't due until 2016 - but that doesn't address the interim for companies that are designing for the IoT / IIoT / IoE, and IoH now

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Why Nike and Under Armour are spending wildly to watch your every step

Why Nike and Under Armour are spending wildly to watch your every step | Contact Center Technology | Scoop.it
America's sportswear giants have a big (creepy?) plan to get you to buy more stuff.

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Roland Alston's curator insight, April 23, 2015 9:07 PM

Under Armour executives said Tuesday that their Connected Fitness platform now counts more than 130 million unique users. Most of those have come from Under Armour's $700 million health-app buying spree. It is another way America's second-biggest sportswear firm is seeking to get ahead of its chief rival, Nike.

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Optimising customer service with mobile messaging - CallCentre.co.uk

Optimising customer service with mobile messaging - CallCentre.co.uk | Contact Center Technology | Scoop.it
When crisis hits, it is essential for a brand’s customer reputation be managed correctly

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, April 10, 2015 9:54 PM

Businesses lose 10% of customer each year on average- how you handle a crisis can increase or decrease this figure. #custexp #custserv #callcenter

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Are You Making These Classic Outbound Dialling Mistakes?

Are You Making These Classic Outbound Dialling Mistakes? | Contact Center Technology | Scoop.it

Via Colin Taylor TRG
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Hospitality Net - Customer Experience Strategy for hotels and how it can Generate More Revenues | By Ahmed Mahmoud

Hospitality Net - Customer Experience Strategy for hotels and how it can Generate More Revenues | By Ahmed Mahmoud | Contact Center Technology | Scoop.it
Customer experience as a concept is not alien concept to the hotel industry; some might even suggest that hotel industry invented customer experience. With its star-ratings for establishing consistent product features to brand consistency as envisioned by many hotel chains i.e. Marriot, Hilton, Intercontinental, etc. hotel business has always been about creating positive guest experiences, from weddings, birthdays and conferences to prom nights and honey moons, almost every consumer of the world

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, April 16, 2015 2:35 PM

Customer Experience = More Revenue? #custserv #callcenter #custexp

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Duct cleaning companies pay $55,000 for violating do-not-call list

Duct cleaning companies pay $55,000 for violating do-not-call list | Contact Center Technology | Scoop.it
Canada's telecom regulator says four air duct cleaning companies paid a total of $55,000 as part of a settlement following violations for unsolicited phone calls to potential customers.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, March 25, 2015 11:37 AM

Companies fined for using offshore #callcenter to violate Do Not Call list- #DNC #cctr #custserv

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Is Mobile Care Killing Your Brand Experience?

Is Mobile Care Killing Your Brand Experience? | Contact Center Technology | Scoop.it
Mobile has changed how consumers access information and engage with brands. Consumers expect to be served in the channel of their choice. Increasingly the consumers’ channel of choice is mobile. Companies have the opportunity to create one-to-one relationships that weren’t possible in the age of shared PCs. But many companies [...]

Via Roland Alston
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5 Ways to Build Empathy With Your Customers

5 Ways to Build Empathy With Your Customers | Contact Center Technology | Scoop.it
Empathy – the ability to understand and share the feelings of others – is essential to providing better customer experiences. If you understand your customers, you’ll be well equipped to give them exactly what they need.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, March 3, 2015 5:31 PM

Empathy is a critical skill for all customer facing staff. #callcenter #cctr #custserv

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6 Steps to Becoming a Confident Call Centre Manager

6 Steps to Becoming a Confident Call Centre Manager | Contact Center Technology | Scoop.it
6 Steps to Becoming a Confident #CallCentre Manager ▸ http://t.co/heqyzsVhni #cctr #callcenter #contactcenter

Via Colin Taylor TRG
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Rescooped by Jessica Voss from Call Center Services
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What Qualities Do Businesses Look For In Call Centers - Magellan Solutions

What Qualities Do Businesses Look For In Call Centers - Magellan Solutions | Contact Center Technology | Scoop.it
Outsourcing has been a huge help especially for those businesses that do need to have people working on various roles. Here are the qualifications.

Via Jon Borillo
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Blending Social Media Marketing with Your Traditional Marketing This Holiday Season

Blending Social Media Marketing with Your Traditional Marketing This Holiday Season | Contact Center Technology | Scoop.it
There are some great and creative ways to blend your traditional marketing with your social media marketing. Doing this will give you the best coverage this holiday season. Here are some ways to mix it up.

Via Brian Fanzo
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Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal

Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal | Contact Center Technology | Scoop.it
The company manages operations for Everest Colleges in metro Denver and Colorado Springs following the sale from Corinthian Colleges.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, May 13, 2015 12:42 PM

#callcenter closes in Thornton, laying off 131 staff

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Why Paying for Social Is Better Than 'Doing' Social

Why Paying for Social Is Better Than 'Doing' Social | Contact Center Technology | Scoop.it

For businesses, social media is like meth. I say this based on encyclopedic knowledge of drugs obtained via Breaking Bad marathons. Meth’s great for a while, but over time it’s harder to get the results you once got. At some point, you’re spending all your time and money thinking about it. And by the time you start worrying about your teeth start falling out, it’s too late.

Recent research confirms this:

“The average organic reach for posts from Facebook pages in March was 2.6 percent of a brand’s audience. … This percentage dropped to 2.3 percent for pages with more than 1 million likes.” (Source: Localytics, reported by 1to1Media)


Via Brian Yanish - MarketingHits.com
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Make a Change for Employee Engagement: Here’s How!

Make a Change for Employee Engagement: Here’s How! | Contact Center Technology | Scoop.it
All top performing call centers have a high level of employee engagement. The following article provides a game plan for improving your call center performance by way of employee engagement. This coupled with Call Center Games will provide you with everything your center needs to deliver outstanding results.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, May 4, 2015 1:41 PM

Good article on employee engagement - some astute observations and good questions. #callcenter #custserv #custexp

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HGS call centre unable to find enough employees in Thunder Bay

HGS call centre unable to find enough employees in Thunder Bay | Contact Center Technology | Scoop.it
A lack of willing workers drove the HGS call centre out of Thunder Bay, according to the company's vice president of human resources but a man who wanted to work there sees things differently.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, April 24, 2015 1:24 PM

Not able to recruit staff at $12.50/hour?? Sounds like there is more going here than just recruiting issues. #callcenter #custserv #hgs 

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Duct cleaning companies pay $55,000 for violating do-not-call list

Duct cleaning companies pay $55,000 for violating do-not-call list | Contact Center Technology | Scoop.it
Canada's telecom regulator says four air duct cleaning companies paid a total of $55,000 as part of a settlement following violations for unsolicited phone calls to potential customers.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, March 25, 2015 11:37 AM

Companies fined for using offshore #callcenter to violate Do Not Call list- #DNC #cctr #custserv

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22 Ways to Improve First Contact Resolution

22 Ways to Improve First Contact Resolution | Contact Center Technology | Scoop.it

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, April 16, 2015 2:32 PM

Good list of tips to improve #FCR - #callcenter #custserv #cem

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6 Steps to Becoming a Confident Call Centre Manager

6 Steps to Becoming a Confident Call Centre Manager | Contact Center Technology | Scoop.it
6 Steps to Becoming a Confident #CallCentre Manager ▸ http://t.co/heqyzsVhni #cctr #callcenter #contactcenter

Via Colin Taylor TRG
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IT Systems Fall Short of Contact Center Needs - CIO Insight

IT Systems Fall Short of Contact Center Needs - CIO Insight | Contact Center Technology | Scoop.it
Contact centers are lacking when it comes to analytics capabilities and social media accessibility, a new study revealed.

Via Colin Taylor TRG
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Silly Contact Centre Rules

Silly Contact Centre Rules | Contact Center Technology | Scoop.it

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, March 5, 2015 12:32 PM

To paraphrase Sir Paul McCartney, "You think that people would have had enough of silly call center rules, I look around me and I see it isn't so' - How many silly and pointless rules do you have in your center? #callcenter #cctr #custserv #contactcenter

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Machines as contact centre agents - IT-Online

Artificial Intelligence is not yet a reality. But very smart computers are. They’re poised to take over all sorts of routine, repetitive tasks.

Via Colin Taylor TRG
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Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions - IT Business Edge

Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions - IT Business Edge | Contact Center Technology | Scoop.it
Here are the top five ways that contact centers can utilize analytics to make better business decisions.

Via Colin Taylor TRG
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This is the contact centre security hole | Call Centre Hub

This is the contact centre security hole | Call Centre Hub | Contact Center Technology | Scoop.it
This is the contact centre security hole

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, November 11, 2014 1:04 PM

Call and Screen recordings are a security risk for most #callcenter and #contactcenter operators. Lack of PCI compliant tools, lack of encryption and a lack general corporate awareness as to the volume of sensitive personal information represents a huge risk.  #custserv #custexp #cctr