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What's the buzz: The customer service week in review – 12-28-2013

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Happy New Year!

What has happened in the customer service industry in the week ending December 28, 2013 and what people are talking about.

Snowfly Now Offering Custom Employee Incentive Programs and Call Center Incentive Programs -- Call centers, among other company departments, find that Snowfly’s system of hourly, daily, weekly and monthly employee recognition helps drive sales, as employees become more focused on attaining their department’s goals.

Customer Requirements Drive Enhancements to Q-Suite's Real-time ACD Reporting -- The new capability within the contact center ACD will allow call center managers to set conditions based on many of these key queue metrics to trigger audible alerts. These alerts can be associated with specific real-time queue conditions and targeted towards individual customer service employees or groups. In many cases, floor supervisors and supplementary staff will make themselves available to the automatic call distributor (ACD) to handle the call volume.

The Talk

Making Great Customer Service a Part of Your Culture -- Communicate Better Blog

Startup Spotlight: Fenero provides contact center software solution - Miami Hearld, Nancy Dahlberg

WebRTC and the Contact Center of the Future -- NoJitter.com, Chad Hart

Insight, Influence, Value Creation, Trust…… -- CustomerThink.com, Dave Brock

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