One of the biggest developments in WFO is the advent of affordable speech analytics. These new tools, driven by powerful audio keyword search engines, enable organizations to quickly and automatically identify performance matters including cancellations, commendations, and complaints. It can also detect emotions.

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Survey results revealed during the American Teleservices Association’s Annual Convention and Expo show that U.S. companies that outsource teleservices shifted a substantial portion of their business from offshore to domestic providers over the past year.  This move reflects a significant increase in satisfaction with domestic teleservices firms, according to a new survey conducted by the American Teleservices Association (ATA) and sponsored by DialAmerica.

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  IP makes working with multiple channels: e-mail, chat, Web form, and social networking more effective, as all of these apps can be blended into a single stream. This gives improved interaction consistency and better service. It delivers presence/UC to sales staff and subject matter experts, and enables informal agents much more seamlessly.

  The recession, it turns out, is good for customer service. Consumers believe that they are getting better service than they used to from customer-support centers.