Social Media, a New Way to Drive Higher Customer Satisfaction

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You know a trend has made it into the mass market when it makes an appearance in a major Hollywood movie. In the case of social media, it was Iron Man when the character Tony Stark admonished, "I don't want to see this on your MySpace page".

Social Media is having a dramatic effect on how people connect and socialize, but also on how businesses interact with their customers. A sure fire way of getting the attention of a corporation's PR department (and sometimes their lawyers) is to create a website "companynamesucks.com" or something similar.

Social media sites such as Facebook, MySpace, Bebo and the like are an easier way for people to applaud a company or vent their frustrations. The sites are free, have a number  

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Moment of Truth

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Millions of times every day, customers interact with organizations through their contact centers.  Hundreds of thousands of agents across the globe are tasked with representing the organization which employs them in variety of sales, service, and support functions.  More often than not, the contact center agent is the only "human connection" the customer will ever have with that organization.  You have a question about your bill?  You want to dispute a charge?  You need help getting your computer to print?  You have a question about that cruise in the Mediterranean you've been thinking about?  Where are you, the customer, to go?  Generally speaking, the contact center.

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No Boundaries for inContact

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inContact is pleased to see their product offering playing a hand in the support provided to the 2010 Haiti Earthquake Relief effort.  As impromptu as the earthquake was, inContact’s customer, InService America (ISA), was quickly presented with the urgent need to allocate 65 additional agents to staff lines dedicated to raise money for the Earthquake victims. This unplanned business need would have made Taylor Halsey, ISA’s Network Administrator / Telephony Manager sweat if he didn’t have inContact.   In a matter of minutes, Taylor simply added additional inContact users over the internet, marking his first step in an ad hoc disaster recovery methodology that a premise-based solution could not offer.  inContact offers ISA the ability to staff lines remotely and onsite, the ability to add additional agents as needed, the ability to increase or decrease ports as needed, and without the need of expensive premise-based equipment.   

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Making the World a Smaller Place

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Today inContact has customers and agents using inContact in many countries around the world.  When you are servicing customers and phone calls that span the globe you have to solve a variety of problems:

 Physics.  I had a boss one time who used to say ‘It’s Gravity’.  As we all know gravity is a force or factor that you cannot talk or design your way out of.  You have to work with it and design for it.  There are certain laws of physics that come into play when you begin spanning thousands of miles of ocean and introduce all of the network components, routers, muxes,  switches, etc. in between.   Methods have to be developed to minimize the impact distance creates on phone calls.

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Call Centers Have a Huge Impact on Company Performance

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A recent survey commissioned by Teleperformance and conducted by YouGov shed some insight into the importance that the contact center plays in the financial performance and growth of its parent company. According to the survey:

  • 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience.
  • More importantly, 68% of consumers would take their business elsewhere after one bad customer service call.
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Take a SIP – What is a SIP Trunk Anyway?

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Open just about any Telecom, Contact Center or Communications trade magazine and you are sure to see an article touting the virtues of SIP Trunking. But what is SIP trunking really and how does it differ from Voice over IP (VoIP)?

SIP is an acronym that stands for Session Initiation Protocol and as the name suggests, it is a protocol that sets up and tears down a voice, instant message or other media’s “session” or instance.  SIP is used hand-in-hand with a VoIP call to begin and end a VoIP call or “session”.

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Contact Center Love – Part One

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The other day I ran into an old friend while traveling who I had not seen in more than 10 years.  As expected, we discussed all that had been going on in our lives for the past 10 years including our families, old friends, and inevitably our careers.

He’s in the banking industry and is doing well.  “I’m not surprised,” I said to him. He’d always been very bright and dedicated.  When I mentioned my work, a contact center professional of sorts, I got an all too familiar reaction.  My old friend grimaced at the thought of “those annoying phone menus” and then nodded.  He was not at all excited about my job.  It occurred to me then that other people probably are not excited about contact centers either. But I am. 

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