Archive | August, 2010

Celebrate Your Contact Center Agents

For the past few years, ContactCenterWorld.com has marked September 1-8 as “International Contact Center Week.” Other outlets have proclaimed October 4-8 “National Customer Service Week” as well. The week-long celebrations are an opportunity to celebrate the hard work of contact center agents and employees across the contact center industry. ContactCenterWorld.com offers many low-cost and no-cost ways to [...]

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Faces of Telrex: Meet Sandra Crawford

Sandra Crawford is dedicated to creating success in the Central region. Her happiness and charm are apparent as she provides demos and answers your toughest call recording and contact center optimization questions. When she’s not answering questions about call recording software, Sandra enjoys spending time with her family, traveling, and taking long walks on the [...]

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Arc Solutions Enhances Portfolio with Arc Call Recording

Today, Arc Solutions announced the availability of Arc Call Recording, an IP-based call recording and monitoring solution. Call recording and monitoring technology enables businesses to maintain consistent standards and improve customer service delivery. Arc Call Recording records and monitors telephone calls from anywhere on the network and runs on Microsoft Windows servers. Featuring an innovative [...]

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Faces of Telrex: Meet Ed Rogers

Telrex is pleased to welcome Ed Rogers back as the channel account manager for the Eastern region of North America. Ed’s territory includes: District of Columbia, Florida, Georgia, Massachusetts, Maine, North Carolina, New Hampshire, New York, Pennsylvania, South Carolina, Virginia, Vermont, West Virginia, and the provinces of Quebec and Newfoundland, Canada. With three years of [...]

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Case Study: Greater Glasgow and Clyde NHS Board

NHS Greater Glasgow and Clyde (NHSGGC) is a NHS Board in West central Scotland that is responsible for the strategic planning of health services and development of improvement measures for the Greater Glasgow and Clyde communities. Covering a population of over one million people, NHSGGC is headquartered in Glasgow and employs over 3,500 staff. Operating on [...]

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Customer Service HEROs

Today I read an interesting blog post by Monica Postell titled “I Want to be a Customer Service HERO.” In the post, Postell discusses the HERO designation that was put forth by Josh Bernoff and Ted Schadler in a July/August 2010 Harvard Business Review article titled “Empowered.” In this context, the definition of HERO is: Highly [...]

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Arc Premium 5.1.2 Now Available

Today, Arc Solutions announced the availability of Arc Premium release 5.1.2. New functionality included in the operator center software package includes: Updated user interface with enhanced accessibility options Enhanced support for VMware Compatibility with the latest operating platforms Inter-operable with the latest Cisco telephony platform endpoints Availability of over 20 language translations As the leading operator [...]

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CT Connect Optimizes Call Center Operations for Major Utility

One major utility in southern California provides gas and electric services to over two million customers. They operate a 200 agent contact center to handle all customer inquiries ranging from billing questions to outage reporting. As the utility grew, so did the number of calls these agents were charged with handling. Rather than incur additional [...]

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