Call Centers

Surprisingly, many customer service organizations have yet to put their toes in the water when it comes to social media engagement. In fact, fewer than half of them actively respond to consumer complaints via Twitter and other social media channels. For companies that do actively engage in social me...

I have been known to do things for money. I bet you have too, but doesn't it sound funny to put it that way? I just got off a phone briefing with Freshdesk, an Indian company with a subscription customer service and support system that it refers to as a "help desk." Freshdesk's got most of the bell...

Customers expect call centers to know everything about them -- their order history, what they've posted about the brand on Facebook, and how long they've bought from the company. Increasingly, companies are beginning to keep up with that expectation, and the more they do, the better customer service...

LiveOps this week debuted LiveOps Engage, a browser-based desktop agent app that centralizes myriad channels -- phone, email, live chat, SMS, Twitter and Facebook -- on one screen. The screen also displays the history of past interactions with the customer. "This release is bringing together all of ...

It's fairly common practice today for major brands to have a social media team at the ready to respond to customer complaints on social networking sites like Twitter and Facebook. The practice is so widespread that the Call Center Satisfaction Index report released last week by CFI Group found that ...

It's a universal reality: Customers dislike waiting on hold. Now call-backs and virtual queuing are changing all that. "Our basic mission is to improve the call center experience," said Shai Berger, CEO and cofounder of Fonolo. "The heart of what we do is replacing hold time with a call-back." Call-...

Call centers are increasingly migrating away from on-premises systems to cloud-based systems, which can save money and give greater flexibility. Everything from customer data to telephony software is making its way to the cloud, revolutionizing the way call centers manage their operations. "It's all...

Mobile devices are changing both how customers get in touch with call centers and how companies respond to those calls. The days of customers sitting at kitchen tables on landlines waiting for agents to answer their calls are gone. Now, they're calling from smartphones and clicking on apps, and call...

Call center software can now identify everything from anger to dissatisfaction in the voices of customers. Since call centers are all about voices, it makes sense to analyze those voices in order to provide better customer service. The field of voice analytics, in fact, has become a big business. B...

Attorneys representing four former GoDaddy employees in a suit over unpaid overtime are seeking to have the suit expanded to a collective action. Michelle Matheson, a partner with Matheson & Matheson and the attorney of record on the suit, and Eric Epstein, an employment attorney in Los Angele...