What has happened in the customer service industry in the week ending February 23, 2013 and what people are talking about.
The Happenings
Interactive Intelligence Releases Enhanced Version of Bay Bridge Decisions Product Suite -- Bay Bridge Decision 3.9 enables managers to create time frame defaults that calculate staffing over longer periods of time, gives managers new custom feedback metrics which can be factored into staffing measurements, and a cloud deployment option.
Spanlink Communications Introduces OnGuard Managed Services -- Offering provides maintenance, proactive monitoring and managed services for Cisco collaboration and contact center customers
BT Contact boosts video and social media capabilities with new Cisco solutions – The new release integrates the latest contact centre solutions from Cisco and will be rolled out by BT globally in the coming weeks. The service will help enterprises improve productivity, reach customers through new channels, such as social media and video, and enhance customer satisfaction.
Intradiem's intraday management software integrates with Aspect Software’s workforce optimization platform -- Intradiem imports agent schedules ensuring task sessions are delivered only during acceptable time periods and do not conflict with scheduled activities such as lunch, break or end of shift. When Intradiem finds time and delivers sessions, changes to the schedule are written back to Aspect’s workforce optimization platform to prevent adherence issues.
The Talk
What's the Value of Your QA Program? – ContactCenter2013.com, Rebecca Gibson
How to Be "Trustable" -- Five Requirements -- Linkedin.com, Don Peppers
Recognize Your Customers If You Want Their Trust – Linkedin.com, Don Peppers
Don't Do Social Customer Service – ICMI.com, Evan Hamilton
Put Your Customer's Shoes On! – Customer Service Manager, Errol Allen
Let’s Not Confuse “Collaboration” With “Customer Service” – UCStrategies.com, Art Rosenberg
Adapt Business Process Improvement Efforts for Customer Experience -- 1 to 1 Media, Paul Hagan
7 Customer Experience lessons courtesy of the horse meat and Amazon scandals – The Customer Blog, Maz Iqbal
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