What has happened in the customer service industry in the week ending October 19, 2013 and what people are talking about.
USAN Announces Availability of All-in-One Hosted Contact Center Engagement Suite That Delivers Flexibility, Scalability, Functionality and Affordability -- Base features include everything a contact center needs to conduct inbound, outbound and blended customer interactions for any line of business in any industry segment. Metaphor Voice comes with an Automated Outbound Dialer for high volume outbound calling, an Automatic Call Distributor (ACD) for intelligent inbound call routing and an Interactive Voice Response (IVR) system for automated customer service.
Mutare Launches Contact Center Solutions Practice to Improve Workforce Management and Systems Integration -- The new practice will fill a huge void in the contact center services space integrate secure mobile chat technology into large contact centers and provide professional services to integrate and simplify increasingly complex communication problems encountered with multi-media integration and reporting.
WFMSG Debuts New Release of Workforce Management Software at Call Center Demo and Conference -- Community release 4.0 includes a multitude of new innovative features focused on eliminating the mundane workforce administrative tasks and streamlining user interaction with both the solution and scheduled agents.
Unify Launches with Mission to Transform Business Communications for the New Way to Work -- Unify (then Siemens Enterprise Communications) was formed as a joint venture by The Gores Group and Siemens AG in 2008. The company said today’s relaunch under a new brand did not signal a change in the ownership of the company, nor its management structure.
Why Managing the Customer Experience is Like Herding Cats – Customer Relationship Metrics, Jim Rembach
Everything you need to know about remote call center agents (but were afraid to ask) – ICMI.com, Howard Lee
Leaked Memo: How a CEO REALLY Feels About the Customer Experience – CustomerManagementIQ.com, Brian Cantor
15 Signs Your Contact Center's Hiring Practices Need Work – Off Center Insight, Greg Levin