Posts Tagged Under: contact center

A Match Made in Heaven – Why Call Centers and UC Go Hand in Hand

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Metaphorically speaking, Unified Communications (UC) solution vendors walk around carrying a long list of benefits for service providers who want to offer UC services for SMBs and other organizations (i.e. upgrade their business communication channels). The are many reasons and truth is this crusade against old technology is very justified. Any way you look at it, UC services, especially when hosted in the Cloud, knock the socks off any legacy phone network.

A call center is, in and of itself, a network of phones. Much of UC’s functionality actually originated in call centers. The only difference is that unifying these features enables Service Providers (SP) to take better advantage of resources with the end goal of increasing productivity and improving the customer service. So what better business to target with UC if not contact centers? And although every feature counts, it’s those that touch the customer directly that weigh the most

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How to Sound Good Over the Phone

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Making sure you sound good over the phone is critical to building a good rapport with your clients. Whether you’re converting a lead into a buying customer or troubleshooting a technical issue, there are many techniques you can use to get the person on the other end of the line to really like you. Here are some of them.

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How Businesses Up The Ante With VoipNow

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Since I started work at 4PSA, I’ve been getting all these questions about VoipNow (the company’s flagship product). ‘How does it work?’ ‘Who does it target?’ And I tell them: Wherever there’s need for a solid communication framework, this is the tool for the job. In fact, you might be on the receiving end without knowing.

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How Mobility Will Enhance Your Contact Center

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When you hear contact center agent, the first thing that pops to mind is an employee confined to a cubicle with a PC and a headset. However, these days, that same job can be practiced out in the open with a cell phone. And starting this year, the practice is gaining some well deserved traction.

It’s not just the contact center staff that needs newer, more versatile tools to get their job done. The same goes for knowledge workers, roaming experts, back-office personnel, part-time or overflow agents, and even account managers. Everyone must collaborate to tackle customer issues, or to take full advantage of opportunities as they arise. However, for customer-facing employees it’s critical to have the flexibility to take calls anywhere, anytime, and on any device.

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World Cup Football on the Edge and the Need for a Resilient Contact Center

The United States might be known for many things, but the prowess of its men’s soccer team is not one of them. This is the reason why many football enthusiasts around the world were puzzled when John Brooks’ header made it passed the Ghanaian goalie in the 86th minute of the World Cup game, giving the Americans a 2-1 lead they wouldn’t relinquish.

It was an upset to say the least. And Americans across the country took to Twitter to celebrate en-masse, indicating a large U.S. fan base for the Brazil-hosted event, as well as a hit for social media platforms. Twitter reported 4.9 million tweets sent during the U.S. vs. Ghana match. The latest U.S. vs. Portugal also brought a flurry of activity on Twitter when Portugal’s Varela managed to equalize the score in minute 90+5′ 🙂

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Transforming Contact Centers with VoipNow

Companies today understand the importance of differentiating their businesses from the competition’s by offering customer service that is second-to-none. This imperative is supported by recent research, which indicates that more than half of customers will take their business elsewhere in the aftermath of a negative experience with a brand.

When companies decide to enhance customer service delivery, their decision makers often first look at contact centers. Since contact centers serve as the human extension of brands, they are the primary interface with key targets and, therefore, of paramount importance in retaining customers or improving relationships with them.

As a result, many businesses choose to deploy industry-leading contact center solutions, many of them cloud-based, to bolster their customer service offerings. And this means that business is good for contact center providers.

 
Service providers catering to these businesses need to stay on top of industry trends and add to their portfolios those solutions that ensure their customers get all the functionality they want. Cloud communications platforms are a common solution for several customer service key trends.

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