call center

Don't buy into the cloud-based call center--yet

Posted April 15, 2011 - 9:57 am

The fully cloud-enabled call center is a few years off, but that isn't preventing vendors from pitching their "call center in the cloud" solutions. Here's what's really available today and five questions you should ask yourself before signing up for call-center-as-a-service solutions.
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Questions even dumber than even your help desk gets

Posted November 24, 2010 - 9:57 am

Every year Butterball releases a list of dumb turkey-cooking questions and every year the rest of us wonder how these are the people who burn down their houses cooking for Thanksgiving.
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Fortune 500 Finds a Secret Weapon in SaaS-based Contact Centers

Posted July 10, 2009 - 4:13 pm

From a business standpoint, software as a service (SaaS) is all about operating vs. capital cost and rapid time-to-value. Fortune 500 enterprise companies can no longer afford to make steep, up-front investments in software integration, hardware and staff; and then wait from 12 months to over 18 months to realize business value.
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Salesforce launches Service Cloud

Posted January 15, 2009 - 11:24 am

Salesforce has repurposed the customer-service software acquired through its August 2008 purchase of InstraNet into a new offering called the Service Cloud, the company announced Thursday.
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The Five Steps to Customer Service as a Strategic Weapon

Posted December 4, 2008 - 6:25 pm

Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage.
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The Provident Bank Realizes Dramatic Customer Service Improvements Using Echopass Advanced Call Center Service

Posted November 6, 2008 - 2:56 pm

Background. For a banking institution founded nearly 170 years ago, The Provident Bank of New Jersey is already modern in its approach to customer service. Its corporate slogan, â€œHassle-free banking for busy peopleÂ®,â€ summarizes its philosophy of removing obstacles and ensuring fast, accurate, and professional customer encounters.
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On demand call center helps financial services firm beat the bear trend

Posted September 12, 2008 - 11:17 am

When AccountNow's existing call center technology couldn't meet the demand of its rapidly growing customer base, the financial services company turned to an on demand, hosted solution from Echopass. In this article, AccountNow and Echopass outline the challenge, explain the solution, and offer some best practices for a successful implementation.
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