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Gogo Deploys Oracle Service Cloud to Support Enhanced Customer Experience

Gogo deployed the Oracle Service cloud to build on its position as the leading in-flight connectivity and entertainment provider, and to differentiate itself through a superior customer experience. The flexible, easy to use, cloud customer experience solution is helping Gogo make flying a more pleasurable, social and satisfying experience. In doing so, it has helped Gogo reduce customer service costs, decrease problem resolution time and deliver the best possible customer experience at 30,000 feet. From network troubleshooting to login issues, Gogo handles more than 1,500 real-time customer care interactions each day.
[Full Article]   Dec-15-2013

 

New ShoreTel Enterprise Contact Center Software Focuses on Needs of Large Customers

ShoreTel®, a provider of simple phone systems and unified communications solutions, released a new version of ShoreTel Enterprise Contact Center with enhancements driven by the needs of large enterprise customers. ShoreTel enhanced Enterprise Contact Center to maximize the number of interactions a contact center agent can efficiently handle. ShoreTel Enterprise Contact Center 9 uses advanced business logic to define how many and what type of interaction each individual agent can handle - allowing a business manager to tune their contact center for maximum performance without compromising customer satisfaction.
[Full Article]   Dec-15-2013

 

Uptivity Releases its Uptivity Discover Suite Version 5.3

Uptivity, a provider of workforce optimization solutions, released a new version of the Uptivity Discover Suite, the company’s workforce optimization solution for contact centers. Enhancements in version 5.3 include a new gamification platform, expanded ad hoc reporting and new customer-driven features. Discover’s gamification platform helps contact center leadership motivate employees to meet performance standards through the use of game-like techniques. The tool allows managers to easily set measurable goals and recognize achievements with points. A convenient dashboard provides agents with a list of their achievements, recent accomplishments and ranking on the “Leaderboard”, as well as list of the available ways they can earn more points.
[Full Article]   Dec-08-2013

 

inContact Adds Speech Analytics to Cloud Contact Center Solution with Analytics-Driven Quality (ADQ) Powered by Verint

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced the addition of proven speech analytics capabilities from Verint® Systems to the company’s award-winning platform. inContact Analytics-Driven Quality (ADQ) offers “voice of the customer” intelligence, enabling contact center leaders to analyze larger amounts of audio call data in more efficient ways, and make more informed decisions on products, services, and processes. Sophisticated speech analytics detects customer emotion through linguistic and acoustic analysis, and proactively alerts supervisors to the most pressing interactions. Targeted monitoring empowers supervisors to prioritize strategic call categories or campaigns, with relevant audio content automatically routed to their inbox for deeper analysis
[Full Article]   Dec-08-2013

 

U.S. Call-Center Space Gets Makeover

Call-center workers often toil in dreary offices, sometimes in dying strip malls or converted warehouses. In the heart of downtown Pittsburgh, though, call-center employees of PNC Financial Services Group Inc. this month moved into luxurious space inside a six-story granite building that once housed Mellon National Bank and later served as a Lord & Taylor department store. The newly renovated Classical building features the original marble columns, with ceilings as high as 32 feet and antique bronze chandeliers updated with LED lighting. Some other employers also are giving call-center workers more pleasant quarters. At an eBay Inc. call center in Draper, Utah, the company has provided two basketball courts, indoor bicycle storage and a massage-therapy room, among other amenities. Zappos, an online shoe and clothing retailer owned by Amazon.com Inc., houses call-center workers in its new downtown Las Vegas headquarters, where they get the same types of desks and chairs as executives and have access to a rooftop deck.
[Full Article]   Dec-01-2013

 

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