Using Google’s Call Extensions to Boost Call Center Performance

Some people just want to talk to a person. They search for a business and see multiple ads on their phone. Only one of them actually has a phone number that the person can click on so they choose to call that one. Your business could be the one getting those leads by using Google […]


Customer Interaction Solutions Magazine Awards Five9 Virtual Call Center 2011 CRM Excellence Award

Customer Interaction Solutions magazine, an industry publication focused on the call/contact center, CRM, and teleservices industries, awarded Five9, a hosted contact center provider, a 2011 CRM Excellence Award for their Virtual Call Center Release 8. Want to read more about how Five9 can improve your call center? Check out our exclusive, FREE white paper offer: […]


Are Consumers Willing to Pay More for Better Service?

82 percent. That’s the percentage of consumers who have stopped doing business with a company as a result of a negative experience. 85 percent. That’s the percentage of consumers who say they would be willing to pay more over the standard price in order to ensure a superior customer experience. These numbers come from Harris […]


VirtualLogger Releases AddedVision Screen Capture and Analytics Add-On

VirtualLogger, a provider of cloud based call recording and call center quality management software, has developed a new add-on called AddedVision to allow most existing call recording/quality monitoring systems and VOIP systems to add screen-capture functionality. Adding Insight to the Call Center This add-on differs from traditional solutions in its modular approach. AddedVision can be […]


Hosted Contact Centers for Small Business: A Better Way to Beat the Big Guys

Every business wants to beat the competition. It’s necessary not just for survival, but for leadership. There’s also nothing quite like the pride that comes from seeing the business you’ve started grow and thrive. For small businesses everywhere, there’s no understating the impact that small business has on people’s lives. For example, according to the […]


Lack of Strategy: The Largest Obstacle to Improving Customer Experience

Forrester Research, a provider of proprietary research and consulting, noted in its 2010 The State of Customer Experience report that a lack of strategy has become the greatest obstacle to an effective customer service experience. 53% of respondents found a lack of clear customer experience strategy as a significant obstacle while only 43% found a […]


Call Center Certification for Federal Agencies

The Federal Government is joining the customer service improvement crowd.  On April 27th, President Obama signed Executive Order 13571 entitled “Streamlining Service Delivery and Improving Customer Service.” This order includes an initiative to use technology in order to improve customer service and give government customers a direct way to give feedback.  The executive order mandates […]


Web Self Service: Improving Customer Service?

“I would rather sit on a pumpkin and have it all to myself, than be crowded on a velvet cushion.” – Henry David Thoreau Many people are inherently do-it-yourselfers. Whether its in the garage or around the house, nothing beats the immediate satisfaction of having something done yourself instead of waiting for someone else to […]


Exploring Virtual Desktop Infrastructure: Greater Manageability and Lower Costs

Desks lined with computers are one of the most traditional things you can expect in the typical call center. They allow agents to access all the support and communication tools necessary for them to complete their work. But all those computers can get expensive. The operating costs, IT support costs, maintenance, and licensing costs can […]


Delta and US Airways Show Outsourcing is Out: Are They Right?

Flight delays, ridiculous security checkpoints, hidden fees–there’s much to complain about when it comes to air travel today. Airlines don’t seem to be doing much to alleviate these frustrations either. Forrester Research, a research and consulting company, found in it’s 2010 The State of Customer Experience report that airlines scored an average of 68% on […]