Making the World a Smaller Place

Share:

Today inContact has customers and agents using inContact in many countries around the world.  When you are servicing customers and phone calls that span the globe you have to solve a variety of problems:

 Physics.  I had a boss one time who used to say ‘It’s Gravity’.  As we all know gravity is a force or factor that you cannot talk or design your way out of.  You have to work with it and design for it.  There are certain laws of physics that come into play when you begin spanning thousands of miles of ocean and introduce all of the network components, routers, muxes,  switches, etc. in between.   Methods have to be developed to minimize the impact distance creates on phone calls.

Read

Call Centers Have a Huge Impact on Company Performance

Share:

A recent survey commissioned by Teleperformance and conducted by YouGov shed some insight into the importance that the contact center plays in the financial performance and growth of its parent company. According to the survey:

  • 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience.
  • More importantly, 68% of consumers would take their business elsewhere after one bad customer service call.
Read

Take a SIP – What is a SIP Trunk Anyway?

Share:

Open just about any Telecom, Contact Center or Communications trade magazine and you are sure to see an article touting the virtues of SIP Trunking. But what is SIP trunking really and how does it differ from Voice over IP (VoIP)?

SIP is an acronym that stands for Session Initiation Protocol and as the name suggests, it is a protocol that sets up and tears down a voice, instant message or other media’s “session” or instance.  SIP is used hand-in-hand with a VoIP call to begin and end a VoIP call or “session”.

Read

Contact Center Love – Part One

Share:

The other day I ran into an old friend while traveling who I had not seen in more than 10 years.  As expected, we discussed all that had been going on in our lives for the past 10 years including our families, old friends, and inevitably our careers.

He’s in the banking industry and is doing well.  “I’m not surprised,” I said to him. He’d always been very bright and dedicated.  When I mentioned my work, a contact center professional of sorts, I got an all too familiar reaction.  My old friend grimaced at the thought of “those annoying phone menus” and then nodded.  He was not at all excited about my job.  It occurred to me then that other people probably are not excited about contact centers either. But I am. 

Read

Call, Text, Chat, or Tweet

Share:

Take a look at this link.

There are two things that are interesting.

One: The story itself is fascinating. Facebook is now second only to Google in terms of visitors on the web. Wow. Not bad for a social media platform.

Two: There are 15+ invitations to get involved in some sort of social media from Twitter, Facebook, Google Buzz, RSS, comments, email, and more.

Read

What You (and Your Contact Center) Need to Know About PCI DSS

Share:

The popularity of credit and debit cards in today’s society alongside the prevalence of identity theft has led to a recent uptick in interest surrounding the Payment Card Industry (PCI) Data Security Standard (DSS). As you look to secure and protect the data your contact center records, it’s important to understand the PCI DSS and […]

Read

Reliability in the Local Loop

Share:

If you have a call center of any size, with voice and data needs and don’t already have a redundant route into your facility, then this story is for you.   Digital facilities that connect to your premise from a long distance company are called local loops, and they traverse what is sometimes referred to as the ‘Last Mile’.    To make those facilities truly redundant you need to do more than simply order and install more than one circuit.  You need to ensure that those redundant facilities are designed in a fashion that they are likely to survive most of the common events that cause local loop outages.  

Read