TACTICS & OPERATIONS

8×8 Debuts Single-Platform Cloud Global Contact Center Platform With Local Connectivity And Integrated Translation

Cloud-based unified communications and contact core options issuer 8×8, Inc. (NASDAQ:EGHT), remaining week introduced the launch of 8×8 Virtual Contact Center (VCC) Global. VCC Global is the first cloud-based contact core answer designed to join an organization’s global retailers over a single platform with built-in presence, multi-lingual chat with automated translation, name routing, reporting and […]

STRATEGY & TRENDS

Shipping Goods To Customers’ Doorstep Hurting Profits of Omni-Channel Retailers

Omni-channel buying exercise is mercilessly undercutting the earnings of retailers, with store proprietors burning a large sum of money to keep and transport items to customers’ doorsteps. Omni-channel shops generally run each bodily shops and on-line operations. In a world survey of retail executives performed by means of JDA Software, 75% of respondents admitted to […]

NEARSHORE

Federal Government Agency Wins Call Center Customer Service Award For Pre-Employment Screening Technology

The U.S. Department of Transportation Federal Motor Carrier Safety Administration (FMCSA) acquired a bronze Stevie Award ultimate week for the “Best Use of Technology in Customer Service.” The award acknowledges the advances made in name center-related technology, mainly the Pre-Employment Screening Program (PSP). PSP offers trucking firms, bus companies, and even the character drivers, immediately […]

NEARSHORE

Synchrony Financial Recognized as Customer Service Center of Excellence

Synchrony Financial, the patron monetary offerings organization previously recognised as GE Capital Retail Finance has introduced that it has been re-certified as a 2015 Customer Service Center of Excellence from BenchmarkPortal, LLC. Awarded to the pinnacle 10 percentage of all name facilities audited, the designation applies to all Synchrony Financial name core areas worldwide, recognizing […]

EXPERT EDGE

Retention – Hire The Right People – And Then Keep Them!

Employee attrition has been identified as a significant driver in the cost of customer churn. The quantifiable costs associated with hiring and training your people, along with the value of proficiency that comes with experience and tenure, can have a serious impact on your organization’s bottom line. It’s important to know your organization’s attrition rate, […]

DEALS

Medallia Raises $150 Million To Fuel Continued Growth

Customer-insights company Medallia has raised $150 million in equity capital from Silicon Valley’s venture firm Sequoia Capital. The money follows a 2011 financing round, and will go towards expanding company’s footprint in emerging markets and developing product capabilities and CEM (Customer Experience Management) technologies. Palo Alto, California-based Medallia counts among its client base several major […]