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Feature Articles


Businesses and government entities alike have long known that contact centers play a very large role in the success of an operation. What businesses especially are having a problem embracing is the right approach in order to truly get the centers to operate with peak efficiency. There are still quite a few entities who feel that success, when a call center is involved, is simply talking to as many customers as possible. A new study by the Customer Contact Association (CCA) underlines yet again that in order to truly get the most out of a call center, making sure the customer is happy when the call is ended is the biggest key.



If you run, own or manage a call center that sells consumer products, you know what’s coming: the holiday shopping season. The pressure is on; customers are expecting better, more immediate service than ever before. They are coming at you via more media channels than ever before, and – as if the pressure isn’t high enough – your company’s health and continued existence depends on these critical holiday sales.



Fayetteville, North Carolina will shortly see a new call center opening in the city thanks to Florida-based business process outsourcing provider, Sykes Enterprises. The new call center will initially employ 150 people, but the company has a long-term goal of hiring 500 employees, according to a company spokesperson.



AltiGen Communications, Inc., a provider of software-based Unified Communications solutions, recently announced that its MaxACD Contact Center for Microsoft Lync has been selected by Insource Technology Corporation.



The University for the Creative Arts (UCA) with five campuses spread throughout the southeastern region of England has recently selected Bomgar's remote support solution to offer remote tech support to a geographically diverse user base. This new deployment is helping UCA IT support technicians to support approximately 800 full-time and 1000 part-time staff members and even the geographically-dispersed users using a wide variety of IT systems.



Mediacom Communications recently signed an agreement with Synchronoss Technologies, a company that provides software-based activation and mobile content management solutions for connected devices across the globe. Service providers are quickly realizing the value of adding a mobile self-service application as a way to improve customer relationships.



Synchronoss Technologies has been selected by Mediacom Communications to provide a mobile customer care application for its users. According to Synchronoss, this new mobile customer care application helps customers of Mediacom Communications to get immediate and simple access to Mediacom customer service with the help of a smartphone or tablet.



While companies that outsource jobs to foreign countries often have a mixed bag of results and experiences with the venture, one company - a Michigan newspaper - found that the move turned out to be what it's calling a horrible experiment.












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