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October 2010

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Hosted PBX, 4G Broadband Webinar, Call Center Webinar, Faxing Webinar

October 24, 2010

The German company nfon AG is an ITSP providing hosted PBX services to the corporate market in Germany and other European countries.   Based in Munich, the company offers services for organizations of all sizes. Its value, company officials say, lies in "its ability to offer cost-effective telephony services to its customer base."
  Its users avoid both the capital costs of installing their own PBX and the overhead of managing that system.   The company's infrastructure and close association with a number of the backbone Internet providers means that users get VoIP links from any location using DSL Interconnections. The low cost of these links, company officials say, is "a key factor in controlling the overall service cost."   A hosted PBX service provided by nfon AG handles all internal and external communications. This includes communication with customers and suppliers and interoffice calls, and as company officials say, "these calls may run over the public Internet, so many of nfon's customers are demanding call encryption."   Read more here.
Going along with America's expansion of broadband penetration, it's imperative for operators to evaluate a host of technologies that can provide broadband services throughout the country, including rural areas.   Presenters included Kurt Schaubach and Ashish Sharma.

Address Verification, App Hosting Clarified, Salesforce.com and Ciena, Pier 1 CRM

October 24, 2010

One area where businesses continue to see significant budgetary waste is around inaccurate contact data - that's why address verification software is so important.   Of course your company doesn't do that. No reason at all for you to be reading this, right?

In August 2010, Experian QAS conducted a survey to better understand contact data perceptions, cleansing practices and accuracy levels. The report, "The Impact of Contact Data Quality," does a good job reviewing current thoughts on contact data quality and gives quality advice on how to clean and maintain company database. According to the survey, "nearly two out of three businesses find that between five and thirty percent of their marketing budget is wasted annually as a result of bad data."

Excerpts on six best practices for cleaning and maintaining your database:   Understand Your Database.

Virtual PBX, IVR Cheat Sheet, Hosted Contact Center Best Practices, Symbio VoIP

October 24, 2010

In the hosted PBX space, Virtual PBX "has added call recording to its palette of services at no charge for customers," accordingto industry observer Charlene O'Hanlon.

"This is the latest in a series of enhancements that Virtual PBX has rolled out this year," Greg Brashier, COO of Virtual PBX, told O'Hanlon, adding that "We've had requests for call recording from our client base and felt it was something a majority of our SMB clients could use. Since we innovated the entire hosted PBX space, we feel it is necessary to lead by example and continue to enhance the service."   According to O'Hanlon, call recording, Brashier said, can be a valuable training tool for customer-oriented staff such as contact centers and customer service departments: "This is where most of the demand originated. In particular, we've found that many call centers love this feature since it's a free and effective tool that allows them to improve company performance."   Companies "also can use the call recording feature to capture conference calls to listen to at a later date or for employees who were unable to attend. Also, call recording can be used for legal purposes," Brashier said.   In May, TMC's Brendan Read reported on the introduction of the Virtual PBX Open VoIP Peering service: "It allows the users of any SIP-compliant softphones or desktop phones to employ the firm's services," he said, adding that "the added versatility gives even fewer reasons to buy premise-based IP-PBXes and to keep clunky and cludgy PSTN boxes and Centrex solutions."   Read more here.
...   Yes, we all need the good ol' cheat sheet now and then, so Angel.com hasg raciously supplied you with the one you need for IVR.

WAN in Australia, ACRBO Endorsement, RedSky E911, Xelerated Design

October 24, 2010

Xelerated is a company working in providing processing technology for the networking industry, helping network equipment vendors build wire speed programmable carrier-class systems for prolonged product life times, streamlined R&D and accelerated time-to-market.   "Overall," company officials say, "Xelerated provides tools that make fixed and mobile broadband networks faster and more efficient."   The networking industry is currently undergoing a major shift with 10GE and soon 100GE interfaces enabling new systems that support significantly higher bandwidth, company officials say, adding that as fiber-based access and 3G move to 4G, "applications benefit from more bandwidth -- pushing network system vendors to develop equipment with much higher processing bandwidth and richer service densities."   Xelerated officials are pitching their products and know-how as tools which, when coupled with "a rich ecosystem of partners, can unleash the full power of Carrier Ethernet." Targeting metro Ethernet, unified fiber access, mobile backhaul and cloud computing systems, these data plane solutions can be customized to any vendor feature set.   Read more here.
...   Farmers Insurance Group includes home and auto insurers, and some 500 Farmers employees are served by the company's communications system at its service center in Aurora, Illinois. The facility consists of 100,000 square feet of office space covering three floors.
Recently Farmers encountered a new state statute requiring employers occupying more than 40,000 square feet to have advanced communications functionality so 911 centers would know the exact location of a caller, not just the building's address. Hearing this, Farmers "decided to go the distance," company officials said.   The company decided to ensure added protections for its staff - "and peace of mind for its managers knowing that their people and property would be able to receive an immediate response in the event of an emergency because its main telephone system would be properly equipped," company officials say.   Beyond advocating safety as an integral part of its service offering, this particular office had encountered some emergencies of its own. "In fact," company officials say, "the Illinois service center averaged one or two 911 calls each quarter.

EMEC Subsea Cable, Ingate's SIParator, APEX at ITEXPO, Telecom Best Practice

October 19, 2010

Draka Offshore officials have announced the 11,000 meters of 20kV subsea cable for the European Marine Energy Center has been delivered on time.   Draka's subsea power cables are produced from their newly expanded production facility in Drammen, Norway. The 11,000 meters of power cable weighing more than 300 metric tons was directly loaded from the factory to the C.S. Sovereign vessel owned by Global Marine Services.   "Because our factory is adjacent to a deepwater port, load out and logistics for these large projects is much simpler and efficient," explained Martin Dale, subsea product manager for Draka, in a press release. "The cable was taken directly from the factory and installed in the field," Draka added.   Stuart Baird, EMEC operations director, said, wave and tidal energy is "a source of renewable energy and a challenging environment for equipment and systems.

Verizon's DROID, Blue Coat Systems, Elster in Ecuador, SPOTbuild

October 19, 2010

In an announcement sure to tingle the legs of Star Wars aficionados everywhere, Verizon Wireless has announced that the limited edition DROID R2-D2 by Motorola will be available online and in select Verizon Wireless Communication stores beginning Sept. 30, 2010.   So if you see a line of people outside Verizon stores, and you wonder why none of them look like they get out much, that's why.   With a graphic design to look like the iconic Astromech Droid from the Star Wars Saga, Verizon officials say, the DROID R2-D2 by Motorola will be packaged in a custom box resembling carbonite and come with a Star Wars media dock and wired stereo headset.   Yes, men over the age of 40 will want this. They will purchase this. They will expect you to share in the joy with them the next time you have an IT question and can't avoid them.   Read more here.
  ...   Never let it be said TMC doesn't span the globe to bring you the news you need. This is your New Zealand-based reporter checking in with news from Ecuador that Elster has announced that Electrica de Guayaquil, the largest electric utility in Ecuador, has selected the Elster EnergyAxis Smart Grid for one of South America's first two-way advanced metering infrastructure deployments.   EDG, Elster officials say, "will rely on Elster's EnergyAxis to accelerate its billing process, more quickly respond to customer requests and reduce commercial losses."   EDG provides electric power services to more than 550,000 residents across Ecuador.

Intruder Detectors, Verint and Defacto, CRM at McCann, Redcom in Alaska

October 19, 2010

Makers of intruder detectors are emphasizing reliability enhancements these days, according to Global Sources, an industry journal. "A growing number of companies are adopting better signal processors and more powerful MCUs and ASICs to strengthen device intelligence and reduce interference."
  Infrared optics and microwave continue to be the dominant detection methods, it finds, adding that most manufacturers have mastered both technologies, "but invest in development work nonetheless to uplift quality and competitiveness." R&D, it finds, "is moving toward multisensors or hybrid detection techniques, intelligent signal processing, dynamic environment compensation and optical path optimization."   The more highly integrated designs are aimed at home and DIY users. The majority of units, Global Sources says, "have a compact form factor yet boast an all-in-one solution, including the PIR sensor, host controller, horn and other necessary devices such as a GSM autodialer. A plug-and-play option simplifies installation and debugging." Some suppliers have developed products with built-in cameras for video recording and remote surveillance.   Besides small and compact designs, housings are made to blend in with the environment.

Monet AnyWhere, Bridgewater and Sandvine, Network Intercept, Mobile Web

October 19, 2010

Monet AnyWhere is a product company officials are touting as a tool for "efficient agent and supervisor communication." Because who doesn't want that?
  Fast, real-time and effective communication between agents and supervisors, as anybody who's in the business knows, is "important for managing schedule adherence and exception planning." Monet AnyWhere provides an avenue for this communication through Web-enabled self-service applications.   "Agents are empowered to be more directly involved in the scheduling process by entering exceptions or bids and viewing their schedules at any time," company officials say, adding that supervisors aren't left out of the fun, as they can "save time spent manually entering agent requests and have access to key reports from outside the office," as well as "review agent schedules, approve or decline agent exceptions, schedule bids, and view critical reports."   Agents can use Monet AnyWhere to request changes to their schedule, since the requests are immediately sent to the agent's supervisor, who can approve or decline. In either case the agent is notified and the request is kept for future reporting. The product can also present unfilled shifts to agents on which to bid.   Read more here.
...   Mobile personalization company Bridgewater Systems and Sandvine, which sells network policy control products for fixed and mobile operators, have announced integration and interoperability testing enabling intelligent policy control tools for 3G and 4G mobile operators.   More specifically, officials of both firms announce interoperability of Sandvine's Policy Traffic Switch, which "detects network conditions, counts usage and enforces network and subscriber policy decisions defined by the Bridgewater Policy Controller to manage mobile data growth and deliver new services."   The testing included the PCRF Gx and Gy usage metering interfaces for 3GPP-compliant Policy Control Enforcement Points.   The joint policy tools let mobile operators deliver tiered services by applying policies that, for example, give Bronze subscribers 500 megabytes per month of data, with no peer-to-peer services or parental controls, while providing Gold subscribers with one gigabyte per month of data including peer-to-peer services and parental controls.   They can also be used to personalize application usage by applying policies such as allowing unlimited social networking for a fixed monthly fee, offering usage restrictions during school hours, and ensuring fair usage by applying policies based on subscriber service plans and real-time network congestion levels.   Read more here.
...   Network Intercept has announced a new partnership with Doozy Cards, as the e-card company selected Network Intercept's Keystroke Interference to secure and protect customer data when entered into the Doozy Card database, according to officials of both firms.
Doozy Cards, company officials say, "proactively responded to the possibility of keystroke-logging threats in their systems by installing Network Intercept's Keystroke Interference to secure all information in their databases."   They said this was necessary since "hackers continue to search for new modes to steal vital personal information, more often using keystroke-logging software to pry on unsuspecting victims."   Network Intercept's Keystroke Interference offering will be used to protect against this existing threat, rendering keystroke-logging software useless by "inserting randomized characters into every keystroke," according to Network Intercept officials, who explain that Keystroke Interference "ensures that any information collected by hackers is unusable, leaving personal information protected."   Read more here.
...   The mobile Web gained increasing momentum in August, according to officials of Opera Mini, who say page views increased by more than 14 percent and data transfers increased by almost 10 percent from July.   More than four million new Opera Mini users contributed to the jump," company officials say, "which is the largest gain in six months."   Some trends noted by the producers of the widely-used mobile browser:   In August 2010, Opera Mini had more than 66.5 million users, a 6.8 percent increase from July 2010. Since August 2009, the number of unique users has increased 108.3 percent.   Opera Mini users viewed more than 33.9 billion pages in August 2010.

WAN Optimization, Virtual Private Servers, Cloud Communications, Wireless Headsets

October 19, 2010

"A tech-support call starts it all," says industry observer John Brandon, who certainly sounds like he knows what he's dealt with a few of these perennial questions: "Why is my application running slow? What happened to my spreadsheet data? Is HQ using a 56K modem to handle traffic for my branch office -- again?"
  And then, as he says, "the number of calls suddenly increases, and network analysis reveals unforeseen usage spikes at a new marketing location. The dream of data-center consolidation turns into a nightmare."
  So what to do?

Digital Content Market, Mitel's IP, Recording Call Benefits, Bria and SMBs

October 19, 2010

According to a new report by market research firm the NPD Group, there is "a large and untapped market" for devices that offer connected capabilities and the digital content played on those devices.   Russ Crupnick, vice president and senior entertainment analyst for NPD, said "what we learned in our research is that while some people already experience the world in a connected way, most do not."   Hard to imagine any sector of the digital content or devices market being virgin, pristine wilderness, untapped in some way, but evidently that's the case. According to NPD's report, as the industry grows consumers are beginning to access a broader array of content and services, and they are doing so from more devices.   Read more here.
  ...   Mitel, which sells unified communications software, has announced that it will provide the IP Telephony System for the 2010 Ryder Cup, taking place Oct. 1 to 3, at the Celtic Manor Resort in Wales.   "The Ryder Cup's quick build up and tear down make it a unique challenge," said Graham Bevington, EMEA managing director of Mitel. "The technology has to be ready to go, perform flawlessly, and connect many locations and functions." Indeed, in order to pack hunt Tiger Woods across the course as if he's the only golfer in existence, quick communications are essential.   Mitel's solution supports onsite event staff, media, and hospitality facilities across the site. Not like there'll be any undue coverage of Tiger Woods at this year's event, of course, but it never hurts to be prepared.

Mobile Multimedia Services, Managed Services, Ooma for Calls, Mobile Video Profit

October 16, 2010

Ooma provides free home phone service "once you purchase our device for a one-time fee," company officials say. Sound good? Let's see how it works:   Plug your high-speed Internet and existing home phone into Ooma and call anywhere in the U.S. for free.

Customer Best Practices, Smart 4G Backhaul, Customer Loyalty

October 16, 2010

Your contact center, Alcatel-Lucent officials say, provides "the most powerful way for you to dynamically engage customers and create superior customer service experiences."   The Alcatel-Lucent OmniGenesys Contact Center is based on the integration of the Genesys Suite call center software and the Alcatel-Lucent OmniPCX Enterprise enterprise communications product. This enables high-end, multimedia customer interactions that increase your competitiveness and profitability.   Using the dynamic contact center and your communications network, the OmniGenesys offering "allows you to continuously adapt your contact center to your business environment to make the most of your communications and contact center investments, " company officials say.    "It extends the reach of your customer interactions beyond the traditional borders of a contact center by integrating collaboration tools, network performance management that monitors customer interactions, and a series of solutions that connect your entire organization to customer service."   Read more here.
  ...   A Webinar titled "Enabling 4G Backhaul without Breaking the Bank," was presented Wednesday September 15.   Advances in wireless technology have exceeded the expectations of consumers and network operators alike, as Webinar officials pointed out, saying as 3G networks feel the strain of users' insatiable demand for mobile applications and the migration to 4G networks approaches, Webinar organizers say, the demands on backhaul transport are becoming acute.   A good example of this is the impact AT&T & Verizon have felt on their networks from devices like the iPhone and the HTC Droid. The remedy to this challenge, according to the presenters, is enhanced base-station coverage as well as deployment of 4G next-generation networks. These activities will require a dramatic expansion of backhaul capacity and coverage.   Presenters included Paul Obsitnik, with more than 17 years experience in sales, marketing and business development positions and a proven track record in technology companies.

Euronet and Expand, Mobiglobe IP, Call Center Schedules, VoIPSwitch

October 16, 2010

Monet Software officials recently posted a blog entry noting that in a recent survey and study by ICMI, one of the top challenges mentioned by call center managers was "consistent adherence to schedule."

Nobody who's worked as a call center manager is in the least surprised by this, of course.
  The blog mentions that in another study by DMG, over 30 percent of call center managers indicated that agent adherence is a key challenge. Again, no surprise at all to anybody in the business.   In fact, Monet officials say, "In December 2009, we did a workforce management survey and asked call centers (non customers) about their practices regarding forecasting and scheduling. One question was related to schedule adherence. We were surprised that 50 percent did not monitor schedule adherence.

IVR Doc on Call, VoiceXML and Asia, Cisco Best Practices, Call Center Analytics

October 16, 2010

The CSI Call Center blog recently posted -- what? No, not that CSI. This is Coordinated Systems, Inc., the blog "assembles tips for improving the call center agent performance and helping teams evolve into world class call centers." If you find a body in your back yard you'll have to call, um, those other guys.
  "It's a given," the blog says, "that Speech Analytics has good buzz, but let's step back a second before we assume everyone understands what Speech can do for you. Different people interpret Speech technologies in different ways.

Gigamon Tools, Satellite Optimization, Effective Cold Calling

October 16, 2010

This just in -- Cold calling is not dead. Good news? Bad news? Sales guru Ken Murray thinks there are five reasons why this is good news.
"More companies than ever have increased their efforts with good old fashioned cold calling," Murray says, adding that "the challenging economy has pushed companies to reduce their more costly outside sales efforts and replace them with cold calling...

Cloud and Metaswitch, Managed Provider, Automating Network Management

October 16, 2010

Is automation the right path for improving network management capabilities?   According to industry expert Pam Snaith, a product marketing manager in the enterprise systems management business unit of CA Enterprise Systems Management, "one decision to make regarding network configuration and change management is what solution you are going to deploy -- a niche stand-alone application or one incorporated into your fault and performance management solution."   The more tools you have, Snaith says, "the less integrated the management of various technology domains and the less efficient your IT staff will be." As she explains, a niche tool only exhibits its excellence in its native environment: "With many different vendors and platforms, the amount of manual correlation is significant and you lose the opportunity to speed up and clean up change processes."   A single tool has the advantage of allowing administrators to have control of who has viewing access, Snaith explains, "or can perform configuration tasks, further reducing errors. The combination of a single tool, plus automation, will bring clarity to change management." So for a change of pace, she says, try automation.   Read more here.
...   Choosing a managed network services provider? There are five things you should consider.   Service Offerings. The MSP should focus on understanding your unique service needs, and meeting them with a business orientation that goes beyond offering all customers a "cookie cutter" solution.

Metaswitch and IP, ECaTS Drivers, IVR Industry Changes, Three Messages Per Lead?

October 16, 2010

Phone tag? Oh please. It's much worse than that.

"Somehow, the memo hasn't reached salespeople that their prospects hide behind voicemail," says the much put-upon blogger for the Soffront blog. "Here in Silicon Valley, the birthplace of voicemail, people have become adept at ignoring the phone."

According to this writer, who speaks from experience the way survivors of jet crashes do, "it takes an average of 8-14 phone calls to reach a potential prospect, and salespeople must juggle hundreds of contacts who require daily follow ups.

REVE Mobile VoIP, Home Control Software, Anritsu and LTE, Envivio's Growth

October 12, 2010

Recently TMC's CEO, Rich Tehrani, had the opportunity to interview Evivio's President and CEO, Julien Signes. The company makes infrastructure for video processing, allowing operators to deploy video services on any device, such as the iPhone, iPad or an HD set, all together in one network offering.   In terms of adoption and growth, Signes agreed with Tehrani that yes, these are interesting times, given the uptick in video evolution for IP.   "We see new devices such as the iPhone, the iPad, and the new smart phones and PCs--video's a big part of the consumer attraction to these devices. This is a big component of our success," he noted.   Understanding the need of the consumers for all these devices is "very exciting" for us, Signes said, adding that his company has to be aware of new evolutions of protocols. "Our company promise is we will deliver video in the optimal way on any network and any device."
Read more here.
...   Recently TMC's CEO, Rich Tehrani, had a chance to interview the product marketing manager of Anritsu, David Bolan.   Bolan explained that he was with the microwave measurements division of Anritsu, which makes high-end handheld products, one of which he brought along for the interview.

Skype ROI, SAP's Stiles, Cloud Computing, Virtualization Challenges

October 12, 2010

Recently TMC's CEO, Rich Tehrani had the opportunity to sit down and interview Alex Henthorn-Iwane, Vice President of Marketing at Packet Design, which is a network management company focused on helping clients understand the complex dynamics of their IP networks.   The aggregation of media, specifically more real time media, such as video and voice, has made the company's services "more critical," he said. "The wave of video and interactive media made business and consumer communications more real time, more critical."
If you're a retail provider you realize data is more sensitive and you have to build more redundant networks to get the data there, but that makes them more complex to manage and understand," he pointed out.   Henthorn-Iwane further noted that the company is seeing trends that tend to increase network complexity. The move to MPLS, from a management position, is a thorn in their side, he said. It's been going on for over a decade, and now that companies have outsourced their WAN to Verizon or to AT&T or whoever, "they don't have insight into their networks, they can't tell how things are working."   Read more here.
...   As the title of a good white paper from Pace Harmon issued in Aug. puts it, "Cloud Computing: Where does it fit within your Enterprise IT plans?"   The paper has a good overall discussion of the topic, and lists some good reasons why you would -- and why you wouldn't -- use cloud computing.

Turner's Top 5, Pulse VoIP Billing, Kentucky Call Center, Voice XML

October 8, 2010

Thank Paul Turner, COO at New Voice Media, for a good list of "five ways that technology can make life simpler for contact center agents:"
  1. Routing calls. Ensuring that calls go through to the right agent is one of the most crucial functions of a contact centre, as both callers and call handlers can get frustrated when calls are misplaced. One common criticism is that it is rare for a caller to speak to the same agent more than once, even though the technology is in place to facilitate effective call routing.

Telemarketing Lesson, Avaya E911

October 8, 2010

Here are three lessons learned the h-a-r-d way, folks: When you're making calls -- or training a telemarketing group in a call center making calls -- on behalf of a technology company, keep these three principles in mind:   Don't ask for the person you think is the decision maker. Everyone is the decision maker.
  Don't limit your solution sale to what you think they need; that biases and limits possibility. Let them explore the full range of possibilities and you can sell them more.   At the front end of the buying journey, you don't need to know a lot of detail about what you are selling. But you need to know the elements involved in their buying decision journey.   Those are compliments of Sharon Drew Morgen, author of Selling with Integrity and other books.

Overstock Credits, 4G Wireless, Expand Networks, Android Webinar

October 8, 2010

Online retailer Overstock.com was incurring unnecessary expenses due to inaccurate and incomplete customer data provided by customers during checkout. And the bad data resulted in wasted time, money, and unsatisfied customers.   This was a problem. But according to a recent white paper from Experian QAS, there was also a solution on the horizon.
  So company officials decided to implement QAS ProWeb in Overstock.com's checkout process to verify customer addresses, automatically correcting minor mistakes and prompting customers to fix critical errors, to ensure order deliverability and improve customer satisfaction, according to the paper.   The results were worth it. "In the first year of using address verification software tools from Experian QAS," Experian officials say, "Overstock.com reduced its logistical and customer care costs by close to $1,000,000.

Avoiding KM Fails, CallFire's Growth, Customer Feedback Webinar, Capture Addresses

October 8, 2010

According to Helium.com, a knowledge management information system "is put in place with a particular objective, to capture knowledge where it is being created within the organization." Sounds fair enough.   As the author, PeterHann, explains, "the system should be designed to ensure that the relevant knowledge, whether created internally or externally, is made available to the relevant people in the organization at the relevant time."
This is because, as Hann says, there are two main elements to the knowledge management information system: "These are firstly the people, who create the knowledge and use it in their projects, and secondly the information technology system used as a tool to receive, classify, store and distribute the information."   So where a knowledge management system fails, Hann thinks, "it is likely to be a consequence of a failure either of the people who are involved in the process, or of the information technology system that is being used. Failure is particularly likely at those points where the human users of the system interact with the information technology - the interfaces between people and software."   Read more here.
...   According to CallFire officials, Inc. magazine recently ranked the company number 285 on its 29th annual Inc. 500, an exclusive ranking of the nation's fastest-growing private companies.
For specific placements, CallFire came in as the #2 cloud computing service and #18 overall company in the Los Angeles region.   The list, according to CallFire officials, represents "the most comprehensive look at the most important segment of the economy--America's independent-minded entrepreneurs. Companies such as Microsoft, Zappos, Intuit, GoDaddy, Zipcar, Clif Bar, American Apparel, Oracle, and many other well-known names gained early exposure as members of the Inc. 500."   Within the telecommunications industry, CallFire ranked #15 among companies like ClearAccess and Xirrus.   Dinesh Ravishanker, CEO of CallFire, attributes the strong growth to "economic circumstances requiring SMBs to leverage cost & time saving technologies like CallFire." He adds that "CallFire also released our Phone Tree product (a powerful inbound and oubound IVR utility) which has been adopted by thousands of businesses which drove 20-30 percent of our revenue growth in less than a year," CallFire officials say.   Read more here.
...   A Webinar titled "Transforming Feedback into Profits: Best Practices for Capturing and Acting on Voice of Customer Feedback in the Contact Center" will be presented on Tuesday, September 14, 2010 2:00 PM EDT / 11:00 AM PDT.   As a critical customer touch point, your contact center is an ideal place to capture customer satisfaction information, Webinar presenters say. The challenge lies in making it easy for customers to provide the right level of feedback at the right time, and ensuring that feedback is acted upon on both an operational level (fixing their individual problem) and a strategic level (evaluating your business processes and determining whether changes are needed).   Webinar attendees will get real-world examples of how companies are transforming contact center feedback into competitive advantage.

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