Friday is here, and so is the wrap-up of the week's happenings in the world of call center services.
This week, TMCnet's David Sims wondered if there's a market for name-brand voices in the auto-attendant market -- Mel Gibson as William Wallace, for example, urging you to select one, two or three; Humphrey Bogart on a travel site would be particularly notable. So how do the companies actually decide what voice to use? And why do they always seem to be female? ABC News recently took a look at how Siri picked its voice. Siri isn’t an auto attendant, but the same considerations are used across all areas of voice recognition systems. And what ABC decided was that people like female voices.
Read more here.
If there's one customer service method that seems to generate the most chatter, it's interactive voice response (IVR). Everyone loves to hate IVRs. Any conversation on the topic will usually stir up everyone's worst horror story about being stuck in IVR hell, looping around endlessly and unable to get answers or reach an agent. But it actually turns out that people don't really hate IVRs. They hate poorly-designed IVRs.
Read more here.
The massive growth of digital information predicted over the next eight years is forcing experts to warn against looking at in-house solutions for their storage needs. The information technology industry is slated to grow by hundreds of billions of dollars in the next eight years, which is not a surprise when considering the growth of information. With that kind of growth, according to this Business Standard report, companies are looking to the cloud to accommodate their needs.
Read the article here.
Customer relationship management (CRM) solutions provider Soffront Software, Inc. has announced that CBM Services Inc. has chosen Soffront's integrated CRM. CBM Services, which provides commercial flooring restoration and maintenance, has indicated that it will use the solution across multiple departments of the company.
Read more here.
In today’s business environment, 3rd party remote call monitoring has become a critical tool to promote excellence and understand true performance within the organization. It is extensively used to drive customer satisfaction and increase business efficiency. Recognizing the importance of this resource, Eco-Safe Systems USA, Inc. the manufacturer of patent pending water treatment and water reclamation systems, recently announced third-party remote call monitoring capability for its installations throughout the country.
For more information, read the full article here.
That's all for this week in the world of call center services. See you again next week!
Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.
