What has happened in the customer service industry in the week ending January 12, 2013 and what people are talking about.
The Happenings
New [Israeli] law limits call center waiting -- The regulations apply to all telcos, gas, water and electricity utilities, and providers of urgent medical services.
Aspect Social Gives the Contact Center Something to Tweet About -- Partnership with Lithium Technologies combines social media expertise with contact center best practices, organizations can extend capabilities beyond listening by turning social monologues into dialogues, Cloud-based offering is purpose-built for the contact center with social engagements supported by Aspect's unified platform for interaction management and workforce optimization
NICE Launches Voice Authentication Tech to Catch Call Center Fraud -- The Israeli company is using biometric technology to screen calls and recognize bad guys' voices after they've been flagged. The Contract Center Fraud Prevention software also hedges against fraudsters by mapping patterns of speech that regularly show up in a criminal's pitch to defraud a bank employee (that could be shouting at an agent, or trying to change an address).
Promero offers cloud based HIPAA Compliant Call Center software solution -- Promero's hosted solution, using Oracle Contact Center Anywhere, provides the necessary administrative, facility, and technical safeguards to assist healthcare organizations meet their HIPAA requirements.
Genesys Extends Best-in-class Contact Center Routing to Support Microsoft Lync -- Through a rigorous testing process, Genesys has met the requirements of the Lync ISV Qualification Program, which is designed to ensure that qualified applications meet customer expectations for specific scenarios.
The Talk
Six Signs Your Contact Center Agents are Hitting the Disengaged Cliff – Business2Community.com, Stefan Captijn
Coaching: Plan Your Work and Work Your Plan! -- Customer Service Power, Melissa Kovacevic
Culture and the Remote Agent – ICMI, Sarah Stealey
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