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U.S. Call-Center Space Gets Makeover
Call-center workers often toil in dreary offices, sometimes in dying strip malls or converted warehouses. In the heart of downtown Pittsburgh, though, call-center employees of PNC Financial Services Group Inc. this month moved into luxurious space inside a six-story granite building that once housed Mellon National Bank. The newly renovated Classical building features the original marble columns, with ceilings as high as 32 feet and antique bronze chandeliers updated with LED lighting. Some other employers also are giving call-center workers more pleasant quarters. At an eBay Inc. call center in Draper, Utah, the company has provided two basketball courts, indoor bicycle storage and a massage-therapy room, among other amenities. Zappos, an online shoe and clothing retailer owned by Amazon.com Inc., houses call-center workers in its new downtown Las Vegas headquarters, where they get the same types of desks and chairs as executives and have access to a rooftop deck.
[Full Article] Dec-20-2013

 

Bomgar Improves Efficiency and Security for IT Service Providers
Bomgar, a provider of enterprise remote support solutions, announced that more than 340 IT service providers are using its secure remote support solution to provide superior tech support. Whether supporting businesses or individual consumers, Bomgar has enabled these service providers, such as CSC and Plumchoice, to enhance their customer support experience and increase technician productivity. Bomgar’s unique, appliance-based remote support solution allows service providers to remotely access and fix nearly any of their clients’ devices—from laptops to servers to tablets, POS systems and kiosks—while maintaining compliance with regulations such as HIPAA and PCI.
[Full Article] Dec-20-2013

 

Microsoft Abandons 'Stack Ranking' of Employees
Microsoft Corp. is abandoning major elements of its controversial "stack ranking" employee-review and compensation system, the latest blow against a once-popular management technique. The Redmond, Wash., software company said it would no longer require managers to grade employees against one another and rank them on a scale of one to five. The system—often called "stack" or "forced" ranking—meant a small percentage of Microsoft's 100,000 employees had to be designated as underperformers. Many current and former Microsoft employees complained the system resulted in capricious rankings, power struggles among managers, and unhealthy competition among colleagues. Microsoft said it is dumping the numerical rankings in favor of more frequent and qualitative employee evaluations. The change took effect immediately.
[Full Article] Nov-22-2013

 

Salesforce.com Introduces Salesforce1
Salesforce.com, the world's #1 CRM platform, has introduced Salesforce1. Salesforce1, available now, is the new social, mobile and cloud customer platform, built to transform sales, service and marketing apps. Salesforce1 is the first CRM platform for developers, ISVs, end users, admins and customers moving to the new social, mobile and connected cloud. Major ISVs, such as Dropbox, Evernote, Kenandy and LinkedIn, are now on the Salesforce1 Customer Platform. Salesforce.com customers are automatically upgraded, enabling leading companies, such as ADP, Brown-Forman and Pernod Ricard to immediately run their business on Salesforce1.
[Full Article] Nov-22-2013

 

Aspect Software Introduces Zipwire
Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, announced a feature-rich, cloud-based contact center solution architected to rapidly accelerate operational value and customer service excellence. Designed to bring superior ease and simplicity to contact center solution operations, while reducing demand on IT, Zipwire includes premium features such as unlimited elasticity, provisioning simplicity and 24/7/365 support. Incredibly easy to deploy and highly scalable, Zipwire can meet the demands of the largest enterprise contact centers while also addressing the unique needs of smaller contact center operations. With Zipwire’s simplicity and speed of setup, organizations can be up and running in hours with no setup costs, helping to speed the time-to-value for contact centers by quickly getting agents serving customers.
[Full Article] Nov-22-2013

 

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