The Call Center is a topic that is often featured in business-related news, and since customer service is an aspect that is crucial to building and maintaining a business, it will generate news for time to come. It is a topic that never gets stale, regardless of what business you are in. Call centers have been implemented by the First Lady of the US and have materialized from within Bedouin Mosques. So without further ado, I bring you this week’s call center news in review.
Whether your residence is located in the serene setting of the suburbs or the bustling metropolis, chances are you have been introduced to IKEA as an option for furnishing your digs. IKEA Components boasts a customer service rating of 98 percent, and the company recently disclosed their secret weapon, a software called Powerfully Simple. A company called Optilion introduced the software designed by ToolsGroup in order to earn the furniture company the high customer service ratings.
The means of how call centers are operated typically fall within one of three categories: hosted, virtual or cloud based, or a combination of the three. This past week, Echopass, a SaaS provider, together with their twelve-year technology partner Genesys (News - Alert), announced they would hit the road and share their expertise in the virtues of cloud-based operations for call center businesses. Virtual cloud operations are what the two companies believe to be the optimal solution for improved customer service at lowered costs.
Frost & Sullivan (News - Alert) awarded RACO Wireless with the 2012 Entrepreneurial Company of the Year Award. What keeps RACO Wireless ahead of the curve? Perhaps it is the company’s intentions to provide 24/7 customer service. RACO Wireless announced last week that in order to provide customers round-the-clock service, they have implemented the new Omega Call CenterService, available for their M2M partners.
And speaking of 24/7 service, customers with the new LincolnMKZ can experience such service with a professional concierge. The concierge will direct drivers to the nearest five star hotels or even a local organics food market, regardless of what time it is. Now that’s some world-class service.
For additional information, refer to the Call Center Community’s site where you will be directed towards articles such as the ones summarized above or resources involving virtually every aspect of the call center business. And be sure to stay tuned for next week’s highlights.