contact centers tag

12 result(s) displayed for contact centers (1 - 12 of 12):

Customer Service and the Social Media Imperative

What do Proctor & Gamble, IBM, and Wells Fargo have in common? These companies are consciously leveraging social media. For years, social media has been useful for one-to-one communications and self-promotion, but now the customer service implications are too important to ignore. Full Story

Posted on February 17, 2010 4:36 PM

New Years Resolution: Reinvent Your Customer Service

Some argue you cannot cut costs and keep customers happy at the same time. I say that's just a lazy attitude. Resolve to reinvent your customer service in the coming year. There's many ways to optimize your customer service operation to cut costs. You can also do many things to make customers happy. Some initiatives will do both at the same time. Here's a few examples to get you started. Full Story

Posted on December 18, 2009 12:01 PM

Modality Myths that Just Won't Die

The death of the phone - oft-touted as being just around the corner - is pure hyperbole. The web's been around for over 20 years. The phone over 100. The phone represents a temporal experience, the web a spatial one. And now there are hybrids. Neither one will be going away. That is, unless humans decide to stop speaking altogether. Full Story

Posted on November 13, 2009 5:43 PM

Top Five Mistakes to Avoid in Service Planning

Over the years, we've witnessed many ill-fated services fail. And they run the gamut from dial-a-date to virtual contact centers to voice messaging service bureaus. Technically, most of them worked OK, but there are critical planning mistakes to learn from. Full Story

Posted on September 23, 2009 8:17 PM

Social Networking - Hamburger Helper for Customer Service

The Social Networking phenomenon has signaled a sea change in consumer behavior and provided lessons for enterprise purveyors of customer service. And the self-publishing models touted by Twitter, FaceBook and even LinkedIn act as a present-day wake-up call for SaaS and CaaS-based business users who care to learn from the consumer. Here's how it all comes together. Full Story

Posted on August 11, 2009 2:50 PM

Staying Ahead of the Dirty Little Secret

Is it possible you have $1,000 or so of hidden savings per year all wrapped up in your TV, Internet, Hosting, and Phone services combined? Yes, nestled in the underbelly of our Communications as a Service (CaaS) industry is a dirty little secret. That is the not-so-very-talked-about secret rate plan. Recently, I've seen versions of it at Media Temple, AT&T Wireless, Verizon Wireless, Embarq (nee Sprint local), T-Mobile and DirecTV. Find out how I was able to save a total of $600 in one-time adjustments and $1,720 annually... Full Story

Posted on July 9, 2009 7:46 PM

The Human Side of Self Service

All too often, applications offering automation are designed too logically - as if only machines had to understand the interface. Here are five best practices for making sure the human side of self service is front and center. Full Story

Posted on February 12, 2009 1:38 PM

Best Practices for a Remote Workforce

Communications as a Service is the right concept for at-home and remote workers. With applications ranging from contact center, customer relationship management and content management, thousands of job functions can be virtualized. In fact for some workers and even some companies, virtualization is quickly becoming a standard way to run companies. This accounts for both small and large companies. Full Story

Posted on December 29, 2008 7:28 PM

Postcards from the Centrex Edge

Many innovations came out of the simple idea of Centrex. And today, modern CaaS services continue to add value to enterprise applications - just like Centrex has for almost half a century. Whether it's on-site messaging, Business Intelligence apps, contact center or SMS-based services, the co-mingling of CaaS and the enterprise seems pretty much here to stay. Full Story

Posted on December 3, 2008 12:05 PM

A Natural Merger: CaaS and Enterprise Apps

People often ponder the viability of merging hosted communications services with enterprise-based solutions. "Is it really the best of two worlds or something else altogether?" I advocate periodic review of your enterprise software deployments and possible interface points with CaaS. You'll discover a variety of CaaS-based offerings that merge well with enterprise applications. I'll cite some popular examples here. Full Story

Posted on November 24, 2008 11:34 AM

"Counting the Green with CaaS Services"

 This blog entry was posted by Ed Margulies, Senior Director, Product Management CRM Service Products at Oracle. Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation. The views... Full Story

Posted on November 12, 2008 7:57 PM

"How is CaaS different from traditional hosted services?"

This blog entry was posted by Ed Margulies, Senior Director, Product Management CRM Service Products at Oracle. Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation. The views... Full Story

Posted on November 3, 2008 11:38 AM