Survey Techniques: How to Create an Effective Customer Feedback Tool
[ Source: Alexander Communications Group ]
January 2008-
Getting accurate feedback from customers is critical, whether input is used to improve service or processes, enhance relationships or launch new products. There are many customer feedback formats companies can use such as written, postcard, phone and Internet, and choosing one will depend on the type of information the person is looking for as well as the person’s specific customer base.
HD VoIP Sounds Better
[ Source: Audiocodes ]
January 2009-
For over 100 years, telephones have grown to become a primary means of communications in both our personal and business lives. Even with all the changes from analog to digital, wireline to mobile and eventually to Voice over IP, one thing has remained consistent – limited audio quality. Why do we have to sound like air traffic controllers when spelling out confirmation codes? “Papa, Alpha, Delta”. This is due to the limitations that the ....
Call Center Voice Biometrics Is Coming
[ Source: CellMax ]
January 2008-
This paper published by Connections Magazine discusses that the call center sector, dynamic by definition, is changing again as new legislation for banking, medical, and homeland security regulations make it necessary for call centers to move quickly now to find highly accurate, proven, low-cost solutions for higher levels of ID authentication. Whether the shift is met proactively or comes as a sudden shock is up to the shrewd operations manager. This is a good time ....
Collaboration Services Rising
[ Source: Cisco ]
May 2009-
Collaboration solutions are quickly becoming embedded in enterprise environments, spurring a new outlook on how to extend their utility to make a greater impact on the organization. Such solutions are also spotlighting the role of managed service providers in securing, maintaining and driving business value and the overall cost savings and operational efficiencies created by the current class of collaborative tools and technologies. In the ....
Web 2.0 in the Enterprise
[ Source: Cisco ]
March 2008-
When it comes to communications and collaboration, the IT industry, in large part, is taking its cue from consumers. And Cisco® IT is no exception. Consumers who have been using Web 2.0 tools such as instant messaging and discussion forums in the home for years are now the employees exerting significant influence in what collaboration technologies should be adopted in the workplace.
The business drivers of collaboration are persuasive: productivity gains, ....
The Hidden Cost Of Technology Failure In The Contact Center
[ Source: Empirix ]
September 2009-
A new survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix, has uncovered the dramatic effect that delays in contact center technology projects can have on costs, customer service, and business overall. As part of the study, UK business, technical, and project management staff at more than 100 private sector companies were interviewed.
IBM Sales Center: With Computer Telephony Integration
[ Source: IBM ]
January 2008-
Computer Telephony Integration (CTI) is a technology that allows the integration of interactions on a telephone and a computer. CTI includes the integration of all customer contact channels, such as voice, e-mail, Web, fax, and so on, with computer systems. CTI involves using a computer to manage the incoming and outgoing telephone calls. This paper discusses how to integrate IBM Sales Center for WebSphere Commerce with a Computer Telephony Integration system that uses Java Telephony ....
Revealing VOIP Adoption Trends
[ Source: Interactive Intelligence ]
August 2009-
Is your company ahead of the pack or lagging behind when it comes to VOIP adoption?
Find out when you read the answers provided by CIO Magazine subscribers.
In this research report you’ll discover:
• Management’s top concerns
• Factors driving adoption
• Who’s using VOIP
Read the full report today.
Customer Retention Strategies in Action: A Communications Industry Report
[ Source: Jacada ]
January 2008-
As competitive pressures within the communications market continue to intensify, Communication Service Providers (CSPs) are forced to devote more resources to defending their customer base against poaching. Given the increasing number of players in the market (traditional telecom, cable, broadband phone providers) and the increasing number of options (wireless, fixed PSTN, VoIP), CSPs are being forced to devote more resources to their customer retention strategies. As a result, increased focus has been placed on customer ....
Integrating Mobility With UC
[ Source: Microsoft ]
November 2008-
Microsoft features this presentation on Unified Communications. Mobility isn’t just about mobile phones. Mobile users employ a combination of devices and tools. Consistent experience across PC, Web and mobile phone is important. Solutions need to work seamlessly regardless of where the user is--in the office or on the road.