What has happened in the customer service industry in the week ending November 2, 2013 and what people are talking about.
Interactive Intelligence Receives Miercom’s Performance Verified Certification -- In hands-on lab test, Interactive Intelligence contact center and unified communications software demonstrates ability to support largest organizations in the world
Intelecom extends contact centre in the cloud solution with Verint -- Intelecom Group AS, a provider of cloud contact centre technology, announced the availability of Verint Systems Inc.'s Impact 360 Workforce Optimization (WFO) software as a cloud-based solution integrated into Intelecom Connect.
CorvisaCloud Introduces Expanded Cloud Contact Center Platform -- Some of the features that have been upgraded or added since the product was first acquired by CorvisaCloud in Oct. 2012 include single-screen call campaign management, personal agent call back queues, dynamic long-term call nurturing plans, the ability to support a multitenant structure within a single parent tenant, integrated cloud-based PBX (phone system) functionality, and integrated hard phone support.
Freshdesk launches Freshfone, integrates phone calls with its cloud-based customer support platform -- While speaking to the customer, Freshdesk users can now quickly retrieve support tickets, track specific problems, transfer calls and trigger interactive voice responses (IVR) within a single window.
Let's Talk Loyalty: Programs High in Value, But Struggle With Engagement – Associations Today, Ernie Smith
15% dread customer service more than dentist – Marketwatch.com
Make Your Call Center Relevant - Business2Communmity.com, Lisa Ford
Excel by Focusing on the Fundamentals? -- Customer+Leadership Blog, Maz Iqbal