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What's the buzz: The customer service week in review – 14-02-22

What has happened in the customer service industry in the week ending February 22, 2014and what people are talking about.

The Happenings

Promero Partners with CallMiner to Provide Market Leading Speech Analytics Solutions to Customers -- Through the alliance, Promero and CallMiner customers and prospects are provided the combination of expertise from the on-demand call center software and managed services company (Promero) and Eureka, CallMiner’s speech analytics platform.

NEC Launches UC for Business 7.0 -- NEC’s UCB 7.0 release has new campaign tools for customers using Microsoft Lync. In addition, Release 7.0 delivers a full suite of enhancements that includes: increased agent involvement, surveys and customer feedback channels, Redundancy

MedTel Services Releases Workforce Optimization Suite Voice Recording Solution – The suite enables the recording of multi-media interactions, such as email and chat, across mobile and fixed devices from an unrestricted number of locations. This procedure can be carried out over a variety of network configurations, including VoIP, TDM, and hybrid telephony.

DATEL Software Solutions Announces New Contact Center Software Release -- Release 8 will bring several key new features to DATEL’s contact center management solutions, including web-based live views, greater customization of features and a quick installer.

Platform28 Announces New TCPA-Compliant Manual Calling Solution for Outbound Customer Contact Centers -- New rules that went into effect on October 16, 2013 significantly changed how companies make outbound calls to consumers, challenging organizations to handle outbound efficiently while staying compliant with changing rules. The Platform28 TCPA-compliant outbound solution maintains separation between the automated dialer and the manual calling solution, allowing customers to ensure compliance.

The Talk

35 more tips to improve your contact centre strategy – Call Centre Helper

5 Ways to Offer Social Customer Service With Facebook – Social Media Examiner, Jim Belosic

1-800-Flowers Botches V-Day Deliveries, Shines in Twitter Customer Service – MoneyTalks News, Krystal Steinmetz

Anatomy of a Social Customer Service Rep – Off Center Blog, Greg Levin