Even though it was a holiday week, call centers remained front and center in the news, as call center managers made plans to grow and expand in the New Year.
TMC (News - Alert) writer Matt Paulson noted that many VoIP carriers offer call center automation for business phone systems, which creates highly efficient calling centers. Companies like Fonality offer Heads-Up Displays that combine computer screens with IP phones, and use powerful cloud computing to give operators access to every detail of their phone call and callers instantly. However, many are worried that such efficiency means that outsourcing these jobs is in the near future. But companies like Enlighten Software claim that call-center automation helps companies avoid the outsourcing of jobs and control it in-house. SAI (News - Alert) Global, a large mortgage processer in Australia, has staved off outsourcing and actually had to hire more people after automating their call center.
Name changes in company divisions are often the kind of thing treated with the cynic's response; the eye-rolling, scoffing response, the “this is going in a Dilbert strip” response. But if the spirit of a name change is observed, then sometimes it can mark a fundamental shift in attitude and in action, a new way of life for the organization that makes a name change. This may well be one of those times, as on more fronts, the “contact center” is looking to make a change to the “customer engagement center” instead. A recent survey from ICMI showed that there was a particular problem needing to be addressed here, as just 25 percent of companies believed that customers felt “extremely engaged” with the brand. That's likely proving a distressing sign to companies, so more companies are looking to fix these numbers up and get customers better engaged with the brand.
In related news, NextBee Corporation announced that the company’s unique and innovative NextBee Referral Program has successfully increased business opportunities for the company’s more than 300 clients. The specially designed, personalized rewards program has led to a huge increase in customer engagement and has also helped in generating new online leads for NextBee’s various clients. NextBee’s innovative platform allows users to successfully engage the existing customer base as well as tap into the social networking aspects, all while embedding a referral program into the first-sale process. The platform also enables the users to evaluate the success of a referral program by splitting different programs into various combinations or stand-alone programs.
Be sure to log in next week as the New Year debuts, along with updated news from the world of Call Centers!