Mar27

Using Technology to Improve Customer Retention

Posted on 27 Mar 2009 by Joe Staples

Earlier today I had a conversation with a couple smart guys -- Steve Kaplan and Ray Phillips -- both longtime contact center industry veterans. The subject of the conversation was around how to use technology to improve customer retention. To ...[Read More]

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Mar24

The Benefits of the Next Generation Intelligent ACD

Posted on 24 Mar 2009 by Rachel Wentink

Continuing on my topic of ACD 2.0, you might ask, what are the benefits of utilizing intelligent routing for multichannel interactions and work tasks? Isn't it just for phone calls? Among others, the ability to route multichannel interactions i ...[Read More]

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Mar23

VoiceCon 2009 -- Orlando here we come.

Posted on 23 Mar 2009 by Joe Staples

If you have any relationship to the IP telephony, unified communications, or contact center industry (and don't have some auto-detect feature to automatically throw physical direct mail pieces in the trash before you see them) you have most likely ...[Read More]

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Mar20

Tweets - the next Contact Center Interaction?

Posted on 20 Mar 2009 by Tim Passios

Spurred on by a posting about a customer using Twitter to try and catch a flight on JetBlue, the thought of queuing Tweets in the contact center struck me as quite intriguing. (What are Tweets? Simply put, a Tweet is a message sent on Twitter.) Why ...[Read More]

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Mar13

You Need Hardware to Run Software

Posted on 13 Mar 2009 by Peter Nees

Could I have written a title with any less pizzazz? Maybe that’s a challenge to those of you that like to comment. Okay, so I’m going to let you in on a little secret. You've already seen it happen to your desktop pc years ago. Now it is r ...[Read More]

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Mar12

ACD 2.0 - Not Your Grandfather's Old Rockwell!

Posted on 12 Mar 2009 by Rachel Wentink

Since the introduction by Rockwell Electronic Commerce Ltd of the first Automatic Call Distributor (ACD) switch in the 1970's, it has become the staple piece of equipment within a contact center. Fundamentally, the purpose of the ACD in its earl ...[Read More]

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Mar10

There is Slum-thing about SIP

Posted on 10 Mar 2009 by Ritu Maheshwari

There is Slum-thing about SIP I finally watched Slumdog Millionaire. But if you are looking for a review of the movie, this is the wrong place. If you are just looking for a basic tutorial on SIP, this is still the wrong place, maybe try the Wi ...[Read More]

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Mar10

The Multichannel Contact Center -- The Benefits are Clear

Posted on 10 Mar 2009 by Joe Staples

This is a follow-on to my post from February 20, 2009 (The Multichannel Contact Center -- Are We There Yet? http://www.inin.com/Blog/archive/2009/02/20/multichannel-contact-center.aspx). In that previous post I explored how real the evolution from t ...[Read More]

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Mar05

Interactive Intelligence EMEA Partner Conference Wrap-up

Posted on 05 Mar 2009 by Joe Staples

No, this isn't blog déjà vu all over again. Yes, I did blog about the Interactive Intelligence partner conference last week -- but that was the APAC version. This post is about a very different EMEA version of the event. March 1-3, the Interac ...[Read More]

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Mar03

Key Tools in Today's Outbound Contact Center's Tool Belt

Posted on 03 Mar 2009 by Matt Taylor

Customers often ask me what's hot in the world of predictive dialers and outbound contact center operations. The answer to this question often focuses on the tools that the outbound contact center needs to meet and exceed its goals. The goals of ...[Read More]

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Archives

Tags

Using Technology to Improve Customer Retention

The Benefits of the Next Generation Intelligent ACD

VoiceCon 2009 -- Orlando here we come.

Tweets - the next Contact Center Interaction?

You Need Hardware to Run Software

ACD 2.0 - Not Your Grandfather's Old Rockwell!

There is Slum-thing about SIP

The Multichannel Contact Center -- The Benefits are Clear

Interactive Intelligence EMEA Partner Conference Wrap-up

Key Tools in Today's Outbound Contact Center's Tool Belt