/ Technology

ICMI survey gives e-monitoring a C-minus

Quality assurance monitoring on how contact center agents handle e-mail and chat falls short of phone quality assurance monitoring. Only 61% of centers polled by the ICMI monitor e-mails and only 8.7% monitor chat.

Posted 06/23/2005Paul DemeryPost a comment

/ Technology

Call center automation company Voxify gets $10 million in 2nd round funding

Voxify, developer of automated response units for call centers, has raised $10 million in a second round of institutional funding, led by Sigma Partners.

Posted 02/11/2005Kurt PetersPost a comment

SPONSORED SUPPLEMENT: Customer service: Raising the stakes as customers expect more

As more consumers shop online they expect e-retailers to provide the same level of personalized, proactive customer service they could receive in a store. For small and mid-sized retailers that do not have the financial resources and personnel to invest in customer service that their larger counterparts have, those expectations can be a heavy burden. “Consumers expect customer service representatives to be knowledgeable about the retailer’s brand...

Posted 09/30/2008Internet RetailerPost a comment

Hello, Customer

A contact center consultant tells how Tommy.com made its contact center double as a site designer.

Posted 04/30/2007Internet RetailerPost a comment

Customer Service/Support

Speaking face-to-face with a salesperson in a store, talking via telephone with a call center-based retailer representative, communicating via e-mail with an ethereal customer service staffer, conversing with a store assistant in an online chat room and conducting self-service research and support through FAQs and other tools are very different experiences, to say the least. The inherent differences create quite a hurdle that customer...

Posted 06/30/2006Internet RetailerPost a comment

When Eight Is Not Enough

Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs that high-tech promises are often mired in low-touch problems. Web merchants generally are operating “ineffective sites that disappoint more than they...

Posted 12/26/2000Don DavisPost a comment

/ Press Release

Radish's Choiceview Now Available For Android Devices

ChoiceView Allows Integrated Voice and Data Calls with Smart Mobile Devices on Existing Networks

Posted 09/21/2011

/ Press Release

Cooking.com Selects inContact from UCN

Top Online Housewares Retailer Upgrades to UCN’s On-Demand Contact Center Solution Salt Lake City - October 14, 2008 - UCN, Inc. (NASDAQ: UCNN), a market leader in on-demand contact center software for intelligent contact routing and agent improvement, has signed a one-year, renewable agreement for a new implementation of inContact® with Cooking.com, a top award-winning online retailer. Cooking.com also operates e-commerce stores for major brands...

Posted 10/14/2008