HyperQuality has recently announced the release of ClearMetrix 2.0, the company’s enhanced version of its contact center quality assurance workflow software. As noted by the company in its official news release, the software enables companies to gain unparalleled customer experience…
Salesforce.com’s (NYSE: CRM) Service Cloud 2 integrates social media and telephony, allowing contact centers to track key terms and pull them from Twitter conversations. Also noted in this CRM Buyer report is that the Web-based Service Cloud 2 platform also…
Web-based customer support software provider, Zendesk, has announced a new Twitter feature for its help desk software. As mentioned in this news release on Market Wire, Zendesk for Twitter now allows customer support agents to navigate Twitter posts from within…
Kenya is taking on India in bid to be considered the call center capital. As reported in this CNN Marketplace Africa, Kenya’s first call center, is part of a growing business that is challenging Asia’s long-held dominance of the international…
Performance metrics can be used to manage the call center, drive sales, improve efficiencies and increase overall customer satisfaction. As noted in this TMCnet report, a sampling of common measurements include: first call resolution (FCR); customer satisfaction (CSat); agent utilization…
Zoho is rapidly building a fully-rounded offering for enterprises. As reported on CMS Wire, its newest addition, Zoho Support, is sure to please Zoho’s current three-million strong user base who may be struggling with an ad hoc help system. Starting…
Cisco (NASDAQ: CSCO) today added social media and analytics capabilities to its contact center software (see Cisco Adds Social Media to Call Centers). Cisco says the new SocialMiner software lets companies “find and proactively respond to customers and prospects communicating…
Pegasystems Inc. (PEGA), a business process management (BPM) and provider of customer relationship management (CRM) solutions, has recently announced a new solution that enables organizations to more intelligently manage their collections function. As mentioned in this MarketWatch report, Pega Collections,…
Businesses use customer relationship management (CRM) systems to get a better understanding of who their customers are, what they are buying (and not) and how loyal they are. But if you are not running the right reports, you may not…
New research, conducted by Aberdeen Group and underwritten by CallCopy, reveals opportunities for improving contact center performance by leveraging business intelligence. According to the research highlights noted in this Market Wire report, the success can be found in mining both…