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What's the buzz: The customer service week in review – 12-07-2013

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What has happened in the customer service industry in the week ending December 7, 2013 and what people are talking about.

The Happenings

Genesys Acquires Voran Technologia to Deliver Comprehensive Customer Experience Offering in Brazilian Market -- Voran is a WFO market leader in Brazil, with more than 100,000 active seats of Tephra, its flagship Workforce Management solution. More recently, Voran has taken a leading position in the rapidly growing Quality Monitoring market by adding a full set of Managed Services targeting Workforce Management, Quality Monitoring and home-based agent monitoring. The company brings more than 80 clients to Genesys and has a strong presence in transportation, healthcare, and insurance that extends Genesys Prime’s market position to new verticals.

inContact Adds Speech Analytics to Cloud Contact Center Solution with Analytics-Driven Quality (ADQ) Powered by Verint -- inContact ADQ offers "voice of the customer" intelligence, enabling contact center leaders to analyze larger amounts of audio call data in more efficient ways, and make more informed decisions on products, services, and processes.

Uptivity Releases its Uptivity Discover Suite Version 5.3 -- Discover’s gamification platform helps contact center leadership motivate employees to meet performance standards through the use of game-like techniques. The tool allows managers to easily set measurable goals and recognize achievements with points. A convenient dashboard provides agents with a list of their achievements, recent accomplishments and ranking on the “Leaderboard”, as well as list of the available ways they can earn more points. The competition and positive reinforcement are designed to boost productivity, morale and agent retention. Games can award points automatically, and managers can also customize incentives and award points manually.

New Altitude vBox5 Delivers Enterprise-Grade Free SIP Server -- Altitude vBox is based on Open-source Asterisk optimized for usability, performance, fault tolerance, scalability and direct integration with Altitude uCI. It turns any regular computer into a feature-rich unified communications server. Together with Altitude uCI™ interaction management solution suite, Altitude vBox offers a turnkey solution that enables organizations to implement a next generation contact center with a very low total cost of ownership.

The Talk

You Had Me at Hello: 8 Phrases Every Customer Longs to Hear –, Tricia Morris

10 Things You Can Do Today for Happier Call Center Agents –, Flavio Martins

What Are The Two Antidotes to Sucking At CRM and Customer Experience? -- Customer+Leadership Blog, Maz Iqbal

The Customer Support Hierarchy of Needs – Harvard Business Review, Vikram Bhaskaran

The Dangers of Staffing Your Contact Center with Human Beings -- Off Center Blog, Greg Levin

4 ways great customer service will grow your business –, Jordy Leiser



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