What has happened in the customer service industry in the week ending March 16, 2013 and what people are talking about.
Calabrio Advances Workforce Management Capabilities to Bolster Forecast Accuracy and Intraday Management -- Calabrio's new WFM enhancements focus on advanced schedule management, planning and creation processes, including pre-scheduling of projects and meetings, flexible schedules that balance business needs with agent/worklife needs, enhanced shrinkage planning options.
Attensity empowers the multichannel social contact center -- Respond 6.0 is a customer listening post where customer requests in social media as well as in e-mails and other channels are automatically analyzed, classified and routed to appropriate departments for response. These communications can take the form of requests for help, product issues, service feedback, intent to churn or other events such as signups, cancellations or complaints about competitors. Respond is also one of the few applications certified by Twitter as part of its new Certified Product Program for social engagement.
The Gold in Social Customer Service -- Forbes, Christine Crandell
Should Sales Own Customer Experience? – Forbes, Christine Crandell
7 Ways to Save Your Customers Time – Parature, Tricia Morris
5 Weekly To-do List Items for Every Contact Center Manager – Business2Community.com, Stefan Captijn
Transforming Your Contact Center Into an Essential Corporate Contributor – DMG Consulting, Donna Fluss