| Using the Contact Center to Make a Power Play The widespread use of personal computers and Web 2.0 -- the transformation of the Internet from an information source to a collaborative public forum -- has led to Power Shift 2.0: The Age of the Activist Consumer. But it doesn't have to mean the Dark Ages for your company.  Yes, people can use blogs, chat rooms, wikis and personal web pages to complain about their bad service experiences and motivate others to avoid or desert your brand. But they can also use them to sing your praises and boost your brand to new heights of popularity. So make a power play today and use your contact center to differentiate yourself in the marketplace by setting new standards of customer service. Raise the bar by unifying your people, processes and technology. Read on to learn how. |
 |
| Plugging in to People Power There is power in unity. When two or more of anything -- from individuals to entire countries -- work together in unison to achieve a common goal, they are likely to achieve it more quickly and more easily than if they were to work alone. The same is true of the diverse components of a contact center. Full Story >> Putting the Pieces Together Putting a best-in-class contact center together is like solving a puzzle: It's a brain teaser like Sudoko, requiring that you solve it with reason and logic. It's a riddle like, "what increases customer satisfaction and reduces costs simultaneously?" And it's a jigsaw with pieces that were never designed to snap together. Full Story >> Meeting Consumer Demands with VoIP Consumers' demands of contact centers are louder than ever before. They want better service, more knowledgeable agents, improved automation and greater control over their interactions with companies. SIP-based VoIP can help! Full Story >> |
 |
| Make Your Voice Heard! Aberdeen Group wants to hear from you for a benchmark report survey they are conducting to gauge customer satisfaction with self-service solutions. And, each respondent who completes the survey will receive a complimentary copy of the resulting report valued at $399.00. Full Story >> One in Six Consumers At Risk of Switching Companies Are you concerned that 1 out of every 6 of your customers could be at risk of leaving your company? If your contact center isn't meeting or exceeding their expectations, this could be a valid concern. The 2007 Aspect Contact Center Satisfaction Index - North America survey reveals that consumer satisfaction is rising, but there is still room for improvement. And how you well you are satisfying your customer could impact how much future business they do with your company. Learn what you can do to improve customer satisfaction, but not break the bank. Full Story >> |
