Hosted Call Center

Ford UK to Launch New Customer Program: BlueService
Recognizing the importance that quality customer service can have on sales, including the value of having a highly responsive customer call center, Ford Motor Company is launching a new service option in the U.K. that will enhance the options for Blue Oval customers with vehicles of any age and mileage.

Clearing the Clouds: Webinar to Explain and 'Demystify' Cloud Computing
Are you in the cloud? Have you heard about the cloud? Isn't the cloud the greatest thing EVER?!

U.S. Contact Centers Growing and Expanding
This week has been brisk for domestic contact center news, so we've pulled together a round-up of the latest openings, expansions and government grants in the U.S. contact center industry.

inContact To Lead the Way on Customer Service Webinar
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty.

GreatCall Plans to Open a New Call Center
GreatCall is opening a new call center, to be located in Reno, Nevada. The San Diego-based company, which provides the Jitterbug cell phone service, will use this new center to help handle the growing demand from its customers.

inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.

Want to Succeed as a Call Center? Collaborate with IT Leaders
Operations in the cloud can lend considerable value to the enterprise or small business, in that they have access to extended features and capabilities at a much lower price. At the same time, the cloud also allows for access to applications from any browser, anywhere. This kind of access and operation is great when everything is working beautifully. In the call center environment, there are so many working parts that it seems like a challenge to think everything is running perfectly at all times.

Chabad House Creates a Virtual Home with Its Call Center
It started with a program to check mezuzahs, the rolled-up parchment affixed on the doorways of Jewish homes in Israel that need to be reviewed by a certified scribe every few years. The Chabad House, the largest Jewish organization in the world, according to Chabad.org, advertised that anyone could dial *3770 in Israel and someone from Chabad.org would come by to pick up and review the scrolls.

VA Improves Caller Experience; Launches New Female Veterans Line
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.

Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.

inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.

Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.

inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.

Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.

Contact Centers Becoming Truly Connected to Customers with Unified Communications
Contact centers mean more than just call centers. A contact center should be able to focus on all areas of customer contact, including e-mail, social media, and all forms of unified communication. By doing so, it becomes a true contact center, allowing customers to contact them no matter what means they may use.

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