Voice Recognition Technology Hits the Desktop

| Vince Weseli

Voice recognition software has long been used to collect customer information for the customer service agent prior to the live connection of the call. But voice recognition software in use on the agent desktop is now showing promise in its ability to lower costs by reducing call handle times and provide a better service experience for the customer and agent.

Study: Southerners more likely to register a complaint

| MCM staff

According to a recent Customer Experience Impact Report by Harris Interactive on bad call experiences 80% of customers will go to competitors after a bad call–up from 68% in 2006. But an interesting breakdown in the report was the bad call experiences by geographic regions and the behavior associated with geography.

Optimizing the Customer Experience

| Kathleen Peterson

A recent survey published in USA Today, indicates that 45% of customers identify customer service as the biggest influence on remaining loyal to a company. Clearly customers will stop doing business with companies due to the quality of the experience.

9 Quick Tips For Being an Employer of Choice

| MCM staff

Does your contact center have what it takes to be the employer of choice in your area?
Kathryn Jackson, founder of Ocean City, NJ-based Response Design Corp. lists just some of the must-haves to attract the best contact center candidates

3 Ways E-learning Pays

| MCM staff

Once thought to be too expensive for the call center, e-learning is hot. Through the Web, E-learning allows your customer service reps to brush up on customer service skills or training between calls and shifts. This is the first in a three-part series on the value of e-learning.