Zuora Implements Zendesk Cloud-Based Help Desk

Zuora Global Support Portal helps company streamline customer support, boosting response rate and delivering better visibility into customer issues
REDWOOD CITY, Calif. and SAN FRANCISCO — Zuora, the subscription billing and commerce leader, and Zendesk, the proven cloud-based help desk software provider, today announced the launch of the Zuora Global Support Portal. The web-based support ticket [...]

Vertical Solutions, Inc. Positioned in 2011 “Magic Quadrant for Field Service Management”

Evaluation Based on Completeness of Vision and Ability to Execute;
Vertical Solutions Also Listed in “Magic Quadrant for CRM Customer Service Contact Centers”
Cincinnati, OH — Vertical Solutions, Inc. (VSI) ( http://www.vertsol.com ), a developer of CRM and service management solutions, announces it has been positioned by Gartner, Inc. in the Niche Players quadrant of the [...]

Defining your Service Cloud or Call Center

In the last Dreamforce 2011 conference, a lot of emphasis was placed on the social profile within their Service cloud.  That is, having that user’s relevant Facebook and Twitter stream on the agent’s window.  Along with Data.com and Dun and Bradstreet, you can have accurate data from that user.
As well, Salesforce also recommends the monitoring [...]

Radian6 & Competitors- People are Waking Up

I am starting to see a trend for companies using Radian6 and other social enterprise monitoring products.
Companies are responding to people’s complaints or queries directly through social media. Wake up everyone, it’s not the just the 1-800 Call Center anymore.
With social enterprise monitoring products, companies look for keywords such as their own company, other [...]

Service Desk Managers Are Overloaded

LANDesk research reveals increased pressure on service desk managers to handle mobile devices
London — In an increasingly tech-savvy society, it is no surprise that users are becoming heavily reliant on mobile devices as business tools. New research* by LANDesk reveals 96 per cent of users view laptops, smartphones and tablets as not only beneficial but [...]

Top 7 Reasons for Calling the HelpDesk

I cannot stress the importance of a proper Helpdesk or Service desk implementation, preferable with ITIL.
There are way too many incidents that do not get logged properly in the system.  We call them “drive-by’s” (though this isn’t funny in some major US cities).  All incidents should be logged via an online web form, email, or [...]

Five9 Virtual Call Center Software Receives 2011 CRM Excellence Award

Five9 recognized for CRM Excellence by the premier CRM, contact center and teleservices publication
PLEASANTON, Calif. — Five9, the leading provider of cloud-based call center software, announced today that TMC has named the company a recipient of a Customer Interaction Solutions® magazine 2011 CRM Excellence Award for the Five9 Virtual Call Center. Customer Interaction Solutions has [...]

P2P versus B2B, B2C Marketing: Why People-to-People is Important

The SuperBowl XLV is approaching.
Yes, THE 2011 SuperBowl, but why they still use roman numerals is beyond me.
How much does it costs for a 30 second ad?
$3 Million for a single 30 seconds commercial.
What is the potential reach?
106 Million viewers in 2010 and 98.7 Million in 2009.
When you think about media, how many years did [...]

Salesforce.com and BMC Software Transform IT Management With Launch of RemedyForce

RemedyForce, a new strategic cloud offering from both companies combines the strengths of two market leaders
RemedyForce gives customers access to a simple, fast IT service management solution to streamline IT support processes and reduce costs – delivered completely in the cloud
Companies expand strategic alliance to develop, market, and sell RemedyForce offering
SAN FRANCISCO — Dreamforce 2010 [...]

Call Center Support Jobs: Today’s Challenges

Consider these two headlines:

UK Call Centers A More Attractive Place To Work, But Keeping Talent Will Be Critical

56% of Gen Y’s will leave their current job within a year

A study by Hays Contact Centres and 50 Top Contact Centres for Customer Service revealed interest in working in call centers is high, but concerns over keeping [...]

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