What has happened in the customer service industry in the week ending October 5, 2013 and what people are talking about.
Report: Aussie consumers not so happy with current customer service -- Only one in five participants were ‘very satisfied’ with the service they received from the financial services, telecommunications, retail and hotel and travel industries
Avaya Accelerates Collaborative Cloud and Contact Center Portfolios with Acquisition of ITNavigator -- The acquisition of ITNavigator will add management, reporting, and social media capabilities highlighted by their simple, easy to use features
Poor Customer Experience Will Drive 74% of Consumers to Change Supplier -- New Research Reveals the Personal Touch Is Critical to Good Customer Service and Highlights the Impact of Getting It Wrong.
Calabrio Raises the Bar for Usability in Workforce Optimization -- Newest version of Calabrio ONE suite features an innovative new user experience and advances capabilities to support the integrated, connected contact center
NIXXIS and Teleopti, partners in Workforce Management -- For customers that will opt for the combined solutions from day one, they will have the advantage to face a single project team minimizing the risks during implementation and taking responsibilities end-to-end while benefiting from a competitive value proposition compliant to most demanding business models.
Integrated cloud-based workforce management -- NewVoiceMedia has unveiled ContactWorld Perform, its new workforce management (WFM) offering. With WFM and telephony in one complete solution, businesses can change the customer experience based on the resources they have available. For example, customers needn’t navigate an Interactive Voice Response (IVR) system if there are agents available.
Aspect Strengthens Customer-Company Interactions with New Unified Communications Capabilities – Aspect has enhanced to its UC applications for the contact centre are generally available to include new instant messaging capabilities, expanded presence functionality within the contact centre, and increased integration with the Tellme(R) on-demand voice portal. The new features, available through the Aspect(R) Unified IP(R) 6.6.1 platform product, augment the unified communications capabilities available through the UC applications' core queuing, routing, and reporting functionality.
Proactive Customer Service Starts With Changing Your Mindset -- Adrian Swinscoe
Forrester Analyst: “The Age of the Customer is Here to Stay – Loyalty360 Blog, Jim Tierney
Understanding The Role of Empathy in the Customer Experience -- CustomerThink.com, Michael Hinshaw
Social Customer Care Engages Customers AND Contact Center Agents -- InContact Blog, Greg Levin
The Value of Customer Experience – Business2Community.com, Jeannie Walters
Why You Should Celebrate Customer Service Week – CSM, Ellen Goodwright
5 Ways to Use Social Media for Customer Service – DayngrZone, Trish Forant