Genesys announced today that it will be acquiring Angel from Microstrategy, Inc. Genesys has been a leading player for over a decade in premise-based unified communications systems. Most people in the contact center… Learn More
What's the future of the contact center as technologies change and customers evolve? We’ve asked the question before on this blog, and others have asked as well. The website Software Advice recently hosted a Google Plus debate called “Will Technology Kill the Call Center?” Representatives from IntelliResponse, Avaya Inc., Drumbi, and Etech Global Services talked about how technology is changing the way customers get in touch with company call centers. These are questions we're fielding as well. For the debate, they asked each of the panelists the following four questions: How have you seen consumer contact channel utilization change in the last decade? What role has technology… Learn More
Hi Everybody! The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the unsung heroes of your Contact Center - the IT Department. A Contact Center that makes a strategic partner of IT will have untold advantages and will live life less stressfully! We'd love your thoughts on this topic. Check out the article and let us know what you think in the comments. Learn More
The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the Voice of your Organization - the IVR, and the elements of both GOOD and BAD IVR. IVR is critical to your customer access strategy. Don't treat it as an after-thought. We'd love your thoughts over the next few weeks on this exciting new series! Learn More
Welcome everyone once again to the latest installment of our series of conversations with industry leaders! Today we are speaking with Brad Cleveland, known globally as one of today’s foremost experts in customer strategy and management. He’s the former President of the International Customer Management Institute… Learn More
Mobile is not approaching, it’s already here. CRM managers must respond to the advent of mobile technology with an enthusiastic embrace. And by "mobile" we refer to a range of technologies that put the Internet, the telephone, specialized software applications, and a synthesis of all three directly (and literally) into the hands of the customer. Smart phones are achieving market saturation much more quickly than previous disruptive technologies. [See the article in MIT's Technology Review.] Customer satisfaction correlates tightly to customer expectations. As mobile technology advances, so too do customer expectations for service via their mobile devices. Brad Cleveland, (Contact Center Expert, and author of Call Center… Learn More
A 2012 survey by Knowlagent, unsurprisingly, shows that the top priority for call center managers is improving productivity. What’s the second priority? Alignment of contact center staff goals with corporate goals. This is a core tenet of what we try to elucidate with VoiceVision. Every corporation is different, and much of the strategic differences come from structural or market factors, not just the whim of the current executive staff. Let’s take a look at some of the potential areas for mis-alignment. Value of the Customer Value of the Customer is the antithesis of Cost per Contact. Are you selling commodities at dollars or cents per transaction, or are you… Learn More
In his article, Can Mobile and IVR Avoid a Fight?, Leonard Klie makes the point that needed to be made, that mobile apps are not going to displace IVR. It’s not going to be either or. … Learn More
In the latest installment of our series of conversations with industry leaders, we’re speaking with Chris Matthieu, Director of Business Development at Voxeo Labs. Voxeo is one of the recognized leaders in hosted telephony services. We spoke to him specifically about Voxeo’s Tropo offering which… Learn More
Part of evaluating IVR is knowing what makes a good IVR. One obvious critically important component is the voice itself. Recently, we were fortunate enough to have the chance to talk with with Marcus Graham, CEO of GM Voices. GM Voices is a leader in the Voice Talent space, giving voice to scores of IVRs and electronic devices. They’ve pioneered… Learn More
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