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The customer service week that was – 14-05-03

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What has happened in the customer service industry in the week ending May 3, 2014 and what people are talking about.

The Happenings

CSI Introduces Workforce Optimization as a Service -- Staying true to a persistent streak of breakthrough features, CSI is able to deliver screen capture as well as the innovative VO live screen and webcam monitoring feature as part of the included Virtual Observer “Workforce Optimization as a Service” experience. CSI has developed a unique and unprecedented method of file transfer which minimizes the bandwidth utilized to capture large amounts of screen activity across the cloud.

New Customer Types Present Challenges and Opportunities for Pharmaceutical Call Centers -- The study is based on a research project involving a benchmark class of 40 call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies. Participation was limited to call centers operating in the United States or Canada.

TouchConnect Steers Contact Center Callers to Self-Service -- TouchConnect enables contact centers to expedite callers' issue resolution with co-browse and relevant content; cut the callers' wait time while offering self-serve options in an interactive voice response (IVR) environment; and/or enable contact center advisors to offer relevant content via chat. To achieve these results, TouchConnect provides contact centers with a combination of features, including co-browse, transfer-to-chat, and the ability to offer rich media content and special deals to customers.

Forget Your Mother's Maiden Name - NICE Brings Real-Time Voice Authentication to the Call Center -- NICE Real-Time Authentication is already being used by several large financial institutions across the globe, handling millions of calls with high availability and large-scale capacity. The solution authenticates legitimate customers as well as identifies known fraudsters.

Aspect Software Introduces Patient-Centered Healthcare Practice --In the U.S., the Affordable Care Act has created requirements that healthcare providers must measure patient experience to an extent not done before, including phone interactions for setting up appointments. The ability to meet government-established service levels and patient experience thresholds directly affects government reimbursement and provider reputation scores. Aspect Healthcare provides healthcare systems with the ability to make it easier for patients to interact and engage with their healthcare providers, thereby improving their overall experience. The solution simplifies critical interactions like the appointment management process and improves the accuracy and quality of patient experience.

Genesys Acquires OVM Solutions To Enhance Cloud-Based Customer Experience Portfolio -- OVM Solutions is a provider of on-demand, automated messaging for proactive communications. The company has more than a decade of expertise in designing, scripting, training and voice talent selection to deliver exceptional sales and marketing campaign performance for a range of organizations and applications including financial services, non-profits, healthcare, collections, retail, utilities, events and political campaigns.

The Talk

Customer service insights from a Charlotte Shoe Shiner – NewVoiceMedia, Bluewolf

The Business of Workforce Management – The Call Center Corporation, Brad Cleveland (ICMI)

The Blurring Line Between CRM and Contact Center Software – Nojitter.com, Sheila McGee-Smith

But It's Your Job... – ICMI.com, Dayna Steele

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