In an article we get to know about Multi-Channel contact center. Many of the contact centers are faced with situations in which single-channel communicators aren’t able to effectively communicate with their customers because they aren’t using the customers’ channel of choice. In order to overcome this situation, multi- channel communication is used. Here are some other ways a company can use multichannel contact to improve contact center: 1. Define the right customer experience, 2. Plan for proper resource utilization, 3. Identify measurable gains, 4. Manage service agent morale. 

Read more at: http://www.business2community.com/customer-experience/4-ways-win-multi-channel-contact-center-0888012#!QCOE3

In an article by Alyx Kaczuwka (manager of Zipwire Product Marketing), we get to know that why a company may invest in a cloud-based contact center solution. There are 5 signs which help us to take the right decision:  1. If your contact center environment is constantly changing, 2. If you’d like to help your IT department better respond to issues, 3. If you’re looking to reduce costs, 4. If you’d like to eliminate the hassles that come with hardware and software, 5. If you need to get a new solution up and running quickly. 

To read more, visit the following link: http://www.business2community.com/cloud-computing/5-signs-invest-cloud-based-contact-center-0874565#!PN6LH

Dialogic Inc. (the Network Fuel company), announced that CreaLog (a telecom platform provider), is using its PowerMedia™ XMS media server software. This software allows customers to have face-to-face conversations with agents through its call center. The WebRTC capabilities of the PowerMedia XMS let CreaLog add real-time web conferencing over an Internet browser, accessed through a PC, tablet, or smartphone.

To read more, visit the following link:http://www.prweb.com/releases/2014/05/prweb11869403.htm

Mortgage Returns, a provider of TRUE CRM technology and automated marketing solutions for the mortgage industry, has added new features to their TRUE CRM system. It provides companies with new marketing materials, content control and advanced reporting capabilities.

To read more, visit the following link: http://www.contactcenterworld.com/view/contact-center-news/plumchoice-establishes-new-training-facility-to-support-growing-subscriber-base.aspx 

Customer contact centers fulfil different functions according to the organization they serve and the industry that they function in. Regardless of their objectives, the focus should be on the customer - meeting expectations, enhancing service levels and improving satisfaction. Contact centers are finding it necessary to add more communication channels to their platforms in order to get in touch as easily as possible. Customer satisfaction and performance levels remain among the most important tenets of any call center and the market is changing to address customer communication needs. Technologies like unified communications will be playing a greater role in going forward.

 To know more about this aspect, read the article by Mike England, content director of Imago Techmedia, follow http://www.callcentrehelper.com/customers-driving-unified-communications-55759.htm

One important call center metric is that you should pay attention to abandon rates. An abandon rate is the percentage of calls that people disconnects before an agent can take a call. To keep your customers satisfied with your service, it is important that you should keep your abandon rate to as low as possible because, if a customer hangs up a lot, they may not like the speed of your service. The longer it takes to answer a call, the higher is the abandon rate. High abandon rate can cause a much bigger problem - they can inflate future call volumes which resonates to even higher call abandon rates. Inflating call volume means that the same caller tries to call your call center agent for second or third time.

So, how will you progress to reduce your call abandon rates? Read at http://www.callcentrehelper.com/how-to-bring-down-your-call-abandon-rates-50805.htm  to get some guidelines.

Making your customers happy over calls is an arduous task, but it is the most important thing you should look over. A survey done by Five9, a call center software provider, shows that to get their service seventy percent of U.S. adults use phone as their first choice to contact a company. But, if they receive bad support eighty five percent of the aggrieved customers resort to take inverse actions. Of them, forty nine percent do the worst thing – they prefer to stop dealing with the company. Not only that, if the customers are within the age group of 18 to 34 years, they do not hesitate to create adverse publicity about the company in the social network. Now surely, you do not want your call center business to be tarnished in this way.

So, what are the ways you should follow to ensure that your customers do not have a harrowing experience? Transera, a customer engagement software provider gives you some tips on how to prepare for customer service disasters before they actually take place. Read more at: http://www.businessnewsdaily.com/6164-call-center-tips.html .

Outsourcing has turned up as the most competent business strategy for getting non-core business functions taken care of by experts. India has captured the position of unchallenged outsourcing hub of the world. Some of the reasons behind the increasing demand are:

1. Low cost solution

2. More profits for businesses

3. Availability of talented resources

4. Favourable government policies

To gather more insight on each of the reasons visit http://www.callcentersindia.com/displaynews.php?idnews=319_Why_Outsourcing_Call_Centers_To_India_Is_In_Demand

The benefits of cloud-based ERP systems are well known. These solutions involve far less upfront investment, can be implemented in weeks instead of months or years & can be treated as operating expenditure rather than capital expenditure. Scalability is another advantage of cloud based ERP systems. However, if cloud based ERP solutions had no snags, then premise-based solutions would have disappeared years ago. As this is not the case, it’s worth examining the drawbacks of the SaaS model in ERP, which translate to the strengths of the premise-based model.

For a detailed view on this debate, please visit Tracey Schelmetic’s article link as given below:

http://www.thomasnet.com/journals/techtrends/articles/enterprise-resource-planning-better-on-premise-or-cloud-based

Nowadays businesses are adopting cloud computing technology to enhance customer satisfaction in call centers. This technology helps the employees by providing updated information about the customers which allow them to easily manage customer needs. A cloud based call center also offers better return on investment. The employees can access the cloud from anywhere with an internet connection which helps in reducing costly on-site installations.
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For more information follow

https://www.fonality.com/industry-news/what-are-benefits-moving-call-center-cloud

Laura Noonan, Marketing team lead at CallFinder, talks about how important  it is to monitor the call center agents for providing customer satisfaction. She also emphasized that the companies must also provide equal priority to employees, ensuring the satisfaction with their role. She also speaks about the different advantages of monitoring calls between the customers and agents.

For more information follow

http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/723/Default.aspx

An article by Omar Zaibak, Head of Marketing at VoiceTrust specializing in B2B demand generation, talks about the latest trends of the call center industry which will help to improve customer experience. Some of them are – Social Media, Voice of the Customer, Cloud Migration, Voice Biometrics.

For more Information please follow

http://www.voicetrust.com/blog/top-10-call-center-trends-2014/

Outsourcing is an important dimension in this modern era of business, which is responsible for the execution and the handling of specific operational tasks. It allows an organization to allocate its full resources to its core area of interest, instead of deploying a substantial amount of resources in order to achieve specific operational tasks. Outsourcing provides strategic flexibility to an organization, apart from enabling it with a sense of concentrated focus towards its core playing field. 

With the Cloud services in offer, Globalization as its advantage, with competitive offerings from various outsourcing vendor organizations, Outsourcing is the taste of the time we are currently living in.

It is a bulls-eye strategy from an organizational perspective. 

Follow this link for a complete view on this aspect

https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=6&cad=rja&ved=0CFAQFjAF&url=http%3A%2F%2Fast.umich.edu%2Fpdfs%2FWhat-is-shared-services-102811.pdf&ei=8ewMU4GJNYazrgfetIDICQ&usg=AFQjCNFMU-Vool8nS2YKrDuPULXGevM80w&bvm=bv.61965928,d.bmk