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The Evolution of Call Centres #14

Welcome to The Evolution of Call Centres where I round up some of the more interesting and appealing news stories from the world of Call Centres, Cloud Computing and Hosted Contact Centres, sometimes adding a little commentary but always grouping the stories together in easy to digest snippets of information, knowledge, insight and ideas.

After a short break due to conferences and presentations I'm now back on track in the lead up to Christmas. A lot has been happening in the call centre world as usual in the last three weeks, especially so within NewVoiceMedia's product also.

We run a lean/agile development process which means we're shipping new features and releases to our live system often. I'll be blogging a lot more about this over the next few months as it's important to explore the relationship between offering amazing customer service, robust and reliable cloud products and the agile development process we work in. There's a great symbiotic relationship between cloud platforms and agile software development which ultimately allow us to deliver great products rapidly. I'll be exploring this relationship further over the coming months.

NewVoiceMedia have been running a number of blog posts over the last few weeks around a white paper we produced called "20 Reasons to Host Your Contact Centre in the Cloud" as well as posting a number of new posts around cloud and call centres. Keeping with the theme of rapid delivery and customer services here's a few select posts:

Set up a new contact centre in weeks, not months

When is a Cloud not a Cloud? Cloud vs. Hosted

Grow. Shrink. Adapt.

Avoiding Customer Service Blackouts

Here's a good post on the need for integrated systems between web and call centre.

Strange post on Annoying Habits of Call Centre Agents. Despite the promise of 5 habits and then only listing 3; it does make for "interesting" reading. Not because the habits are particularly annoying but more the fact that I can't believe these habits actually annoy people. This is part of working in any office environment…right?

The power of customers…and social media:

I really like this post on why maintaining customers is often more important than chasing new ones. Complete with a real life example and linking to ames Surowiecki's article in the New York Times (good read by the way).

Another article about customer retention and new customers also.

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