I gave a presentation last month at a cable industry collections conference on the increasingly mobile consumer and its implications for collections operations. This was an opportunity to educate the audience made up of credit and collections leaders on the rise of the "mobile only" segment of consumers in the market for telecommunications services, with an in depth look at how this impacts their customer relationships. Continue reading →
All posts in Call Centers
A core vision of Varolii's founders, veterans of the call center industry, was that timely, proactive outbound communication would prevent customers from making more costly inbound calls to our clients. Ten years later, call deflection remains a key value proposition for our company, justifying the use of Varolii for clients ranging from airlines to retailers. These companies want to avoid taking low value (think "non-sales"), but predictable inbound calls from customers seeking information about an event occurring in the client-customer relationship. An event like a minor flight itinerary change. A delayed product shipment. The timing of a package delivery that requires a signature. Or any of a wide variety of events a business could reasonably expect will cause a customer to call in to ask "what do I need to do", only to find out they do not need to do anything. Continue reading →
We all know that in order for a company to succeed in the future, it has to stay on top of emerging trends. The following list highlights some of the things I think the call center industry has to look forward to in the upcoming year. Call centers have obstacles to overcome and triumphs to celebrate. Continue reading →
Despite a recent flurry of negative press, many debt collection agencies are continuing to practice superior customer communications strategies and ranking high in satisfaction. Continue reading →
As a result of the recession, contact center software has been updated and revamped to provide more flexible and cost-effective ways of doing business, a recent report finds.
Contact centers are increasingly moving to hosted solutions, according to the recent 2010-2011 Hosted Contact Center Infrastructure Market Report by DMG Consulting. In fact, the report notes that hosted call center implementations grew by approximately 50 percent between 2008 and 2009.
This growth is expected to continue for the next four years, increasing by 35 percent in 2010, 25 percent in 2011, 20 percent in 2012 and 18 percent in 2013, the study reports.
"The competitive landscape of the contact center infrastructure market is changing," said Donna Fluss, president of DMG Consulting. "We are living and doing business in a different world than we were two or three years ago. Enterprises want more choice, flexibility and functionality for their money, and the hosted market is showing users a lot of promise by delivering and investing in these areas."
Another contact center technology is expected to grow through 2015 as well. A report by Pelorus Associates found that demand for contact center recording systems, which hit sales of $800 million in 2009, are expected increase by a whopping 55 percent by 2015, to total sales of $1.24 billion.