The Evolution of Call Centres #6

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.

This weeks Evolution is centred more around Customer Service and Salesforce. There's still a lot of buzz in the air after last weeks Dreamforce event, which to be honest, sounded like a great event with lots of cool tech, news and cloud talk.

Salesforce and Dreamforce

I stumbled across this short interview piece with Salesforce CEO Mark Benioff on the future of Salesforce and Cloud.

Dr Natalie reported on why she attends Dreamforce

Some nice snippets of information on what to expect coming from Salesforce in the next few years garnered from the talks at Dreamforce.

Of course, the official Salesforce Dreamforce site with more information on it.

Whilst we're on the topic of Salesforce, here's a news piece on NewVoiceMedia's relationship with QlikTech.

Customer Service

A really good piece here by the eggperience team on why Context is so important when measuring success and ensuring excellent customer service.

A nice article on why "your call is important to us" is not the right approach to making your call centre work and your customer happy, via @fredchannel


A fun piece here in CallCentreHelper on how to make the most of the upcoming Olympics in your call centre.

Data Mining and Customer Excellence

Good article here on why you should be using your call recordings to improve customer service and internal training.

Rob Lambert
Rob Lambert

Rob has been with NewVoiceMedia since March 2010 and works as our Test Manager within Development. His blog will feature software testing with various posts about the hosted telephony market and changes to our domain. Outside of work he loves nothing more than spending time with his wife and three children. He also helps run an online testing community and is the editor of "The Testing Planet".

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