In the self-storage business, call centers are used to ensure incoming calls are never missed, giving facility operators the opportunity to close more sales. Advancements in ACD Software and other call distribution technology are rapidly changing how operators interact with call centers, and the vital information able to be obtained from calls to increase business. If you haven’t visited a call center lately, you might be surprised by what you see.
Mindshare Technologies, specializing in call center training software and solutions, has announced the availability of its new automated callback service, Outbound Dial, for its call center and service industry customers. Outbound Dial can also be used by clients gauging the quality of their customer interactions through a system that can’t be manipulated by agents.
Shopping online has become part of our everyday lives. But as online use increases, expectation from consumers increases even faster, as does the amount of competition fighting for that consumer business. This is especially true in the U.K., arguably the world’s most prolific e-commerce marketplace: Online business accounts for 8.3 percent of GDP (more than any other country); and in 2010 £121 bn was spent online, with sales increasing at 11 percent year on year - outstripping both inflation and most major online nations (U.S. online growth is predicted to be 5.4 percent).
That's the update for this week in the world of call center software. See you next Friday!
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