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The customer serviceweek that was – 14-03-22

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What has happened in the customer service industry in the week ending March 22, 2014 and what people are talking about.

The Happenings

8x8 Partners with Teleopti to Deliver First, 100% Cloud-Based Virtual Contact Center and Integrated Workforce Management Solution -- The Teleopti WFM solution is offered as an add-on subscription to 8x8 Virtual Contact Center at two levels: a base subscription which covers demand forecasting and scheduling of contact center staff and an advanced subscription that adds Real-Time Adherence to the base feature set. The advanced Real-Time Adherence (RTA) feature provides live visibility to agents being on the job as scheduled or not. The RTA feature in conjunction with automated break scheduling contributes significantly to meeting target service levels with the optimum amount of staff.

Xerox Scientists Use Avatars, Games to Improve Customer Service -- "Our studies on call centers indicate that embedding game dynamics in the workplace helps agents and their managers set priorities and provides agents with a common challenge that they can collaborate on and talk about," said Xerox researcher Ben Hanrahan.

OneReach Offers SMS Call Center -- When a customer calls in to a company's IVR, the OneReach SMS Call Center platform provides the option for a caller to complete the interaction via text messaging instead of wading through IVR prompts or waiting on hold for an agent. The caller is prompted to press a button and is then transferred to text-based communication to resolve the request either through a live text conversation with an agent or an automated interaction.

Noble Systems Announces Noble® for Sales Cloud on the World's Leading Business Apps Marketplace -- Noble for Sales Cloud provides integration between the Noble Enterprise contact center platform and the world’s leading enterprise cloud computing and CRM platform. With the power of this integration, inside sales departments can generate more contacts and achieve improved efficiency and productivity.

Three Gamification Tactics That Can Be a Win for Contact Centers -- 1to1Media.com, Jeff Canter

The Talk

Does social customer care exist or is it simply ‘lipstick on a pig’?! – BeingGuy1067.com

Verizon Misses a (Big) Opportunity – LinkedIn, Don Peppers

Who owns social customer service: Contact centers or social teams? -- SearchCRM.com, Lauren Horwitz

How customer service techniques will improve your social media strategy -- OurSocialTimes.com

Five Reasons Why Customer Service and Service Culture are Marketing Conversations - UpYourService.com, Ron Kaufman

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