September 2008 As much as we believe in customer centricity and applying the Golden Rule in business, truth be told, not all customers return the favor. From unrealistic expectations to outright rudeness, customers can sometimes challenge even our most patient service experts. View web article September 2008 Customer service representatives cycle through call after call with people who are frustrated at best and abusive at worst - with occasional moments of levity. Take the story of a call center rep who spoke with a man complaining that the bank had painted an exterior wall. "I wrote my PIN number on the wall beside the ATM," the caller said, "and now they've painted over it! Why would they do that?" View web article September 2008 I had the opportunity to be a judge in Interactive Intelligence’s “Outrageous Interactions” contest. Contact center agents from around the world submitted entries based on actual contact center customer interactions (via phone or email).
View web article September 2008 Enterprises and small to medium-sized business (SMBs) are having to meet the demands of customers for improving service in current channels (primarily voice and email), while adding alternate channels for communications, including text messaging, online chat, and even video, in varying combinations of fully automated and semi-automated systems. View web article August 2008 Software-maker positions itself to outlast listless economic conditions View PDFAugust 2008 When you talk to the CEO of a company that makes PBX, IVR, ACD and similar kinds of software, and you talk about their competitors, you expect names like Avaya or Nortel or Cisco to come up. But when I visited the headquarters of Interactive Intelligence last week, I got a different picture. View web article July 2008 The term skills-based routing entered the contact center lexicon some 10 years ago. In June, as part of its announcement of release 3.0 of Interaction Dialer, Interactive Intelligence coined a new term, skills-based dialing. View web article July 2008 West Texas National Bank has cut its costs and improved customer service by switching to an Internet telephone system, but the bigger benefit, an executive said, was making employees feel connected to each other. View web article June 2008 Interactive Intelligence, a provider of unified IP business communications solutions, released the latest upgrade of its Interaction Dialer software. View web article June 2008 University of Miami (UM) is no small rural college. In fact the University boasts over 10,000 full- and part-time faculty and staff across multiple campus locations. Add in the over 15,000 undergrads and graduate students and you start to approximate a small city or at least a very large company, in terms of the University’s telecommunications and messaging needs. View web article |