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The customer service week that was – 14-05-31

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What has happened in the customer service industry in the week ending May 31, 2014 and what people are talking about.

The Happenings

Calabrio Expands ACD Integrations with Avaya Aura Contact Center -- Calabrio’s latest direct integration extends the flexibility, functionality and long-term benefits of its user-centric WFO software to new and existing Avaya Aura Contact Center users, without forcing infrastructure upgrades, like automatic call distributor (ACD) hardware.alabrio’s latest direct integration extends the flexibility, functionality and long-term benefits of its user-centric WFO software to new and existing Avaya Aura Contact Center users, without forcing infrastructure upgrades, like automatic call distributor (ACD) hardware.

Web Leads Scales Call Center Leads Vertical -- Web Leads is scaling call center leads to generate more prospects in either out-bound or inbound sales calls. As call center help grows in demand, Web Leads can now connect customers to professionals who are looking for the type of service call centers can provide for them.

The Talk

There's Nothing Less Efficient Than Providing Great Customer Service – Forbes, Micah Solomon

Secrets to good customer service on the phone -- Marketwatch

When Begging for Customer Service Scores Hurts Customer Service -- LeanBlog.org, Mark Graban

Cloud Disruption in the Call Center -- CMRWire, Robert DeFrancesco

Is Customer Service Getting Worse? -- Running Restaurants, Shep Hyken

When buying contact center applications, don't be oversold -- SearchUnifiedCommunications.com, Gina Narcisi

'Clear Answer' trains the visually impaired – Examiner.com, Janet Carmichael

Social Customer Service: customers as team coach – LinkedIn.com, Martin Hill-Wilson

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