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The customer service week that was – 14-04-12

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What has happened in the customer service industry in the week ending April 12, 2014 and what people are talking about.

The Happenings

NICE Performance Management Solution Boosts Employee Engagement with New Gamification Capabilities -- Expanded gamification capabilities in the new release include: The addition of points as a means to recognize performance and achievements, and an in-product marketplace to convert those points into goods and services, both individual and team-level challenges so organizations can drive healthy competition and collaborative teamwork, and simplified back-end administration to make it easier for organizations to design, introduce and measure the impact of gamification challenges.

3CLogic Unveils New Reporting and Scripting Platforms for Its Updated Cloud-based Contact Center Solutions -- In addition to its new Athena Reporting framework and Iris Scripting capabilities, 3CLogic’s 5.0 software release includes improved dashboards with new fields to facilitate and provide supervisors illustrative overviews of the trends and metrics within the call center, agent, and project(s), tied directly to data within the Athena Reporting framework; call conferencing and transfer functionalities; enhanced incoming call messaging features allowing agents to preview incoming caller information in a separate pop-up, without affecting their current project/screen; IVR design upgrades to allow users to configure their IVR to transfer calls directly without requiring any input from the caller, improved “Whisper” features to allow supervisors to dynamically instruct an agent while on call; and “Forced Presence Reasoning” that allows administrators to require agents to specifically state their reasons for changing their availability status.

The Talk

The Call Center and Social Engagement -- Midsized Insider, Jason Hannula

How Much Can Poor Customer Service Cost Your Business? Read On – Small Business Trends, Annie Pilon

4 Tips to Modernize Your Call Center Customer Experience From Start to Finish –, Mary Velan



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