As we are well into the holiday season, we wanted to take a look at our recent survey, done in collaboration with Harris Poll, and consider the findings as they pertain to the contact center during this busy time of the year. When it comes to holiday shopping, brands are focused on two things: driving Read More
Harris Poll Survey Uncovers Distrust Between Consumers and Social Media Companies
This week, we’re digging deeper into our recent report around American consumers’ perceptions regarding the use of personal data – focusing specifically on attitudes towards social media companies like Facebook and Twitter. As a reminder, we recently partnered with Harris Poll to survey over 2,000 consumers across the United States to determine what consumers really Read More
Harris Poll Survey Reveals the American Consumer’s Perspective on Big Data and the Customer Experience
Last week we released the findings from a new survey that gauges American consumers’ perceptions around companies collecting and analyzing their personal data for marketing purposes. The survey was fielded by Harris Poll to query over 2,000 U.S. adults ages 18 and up, and asked respondents to share their feelings on the consumer experience, as it Read More
Industry Perspective – What Does the Increased Adoption of Cloud Technology Hold For Contact Centers in 2015?
This week, we wanted to take a look at a recent report from Forrester Research, “Predictions 2015: The Days of Fighting the Cloud are Over.” According to James Staten, VP and principal analyst, and one of the report’s authors, “In 2015, cloud adoption will accelerate and technology management groups must adapt to this reality by Read More
How Human Variability Can Improve Contact Center Performance
As we get closer to the holiday season and the weather starts to cool, I’m reminded of the phrase, “no two snowflakes are alike.” The same rule applies to people, and that includes both agents in the contact center and the customers that they interact with every day. Each person has their own unique personality, Read More
Improved Multichannel Data Integration Through Purpose-Built Customer Engagement Analytics
A recent report from Ventana Research, “Next Generation Customer Analytics,” shows a growing customer expectation to reach companies through a multitude of channels, ranging from email to text, social and even instant messaging and video applications. Although widened availability to brands potentially creates an enhanced consumer experience, it also creates new challenges for companies with Read More
BroadSoft CC-One Adds Call Center Management and Administration from Within Salesforce
This week, we’re excited to announce we’ve expanded the capabilities of our call center capabilities for Salesforce™, with the BroadSoft CC-One Salesforce Edition for the Salesforce Sales and Service Clouds. With the new app, we’ve gone beyond last year’s Open CTI integration with Salesforce, to allow for call center creation, management, administration, routing and reporting from directly Read More
Using Big Data to Improve Customer Experience in the Contact Center
As the old saying goes, you can never have too much of a good thing. The challenge facing every data and analytics company today is knowing what to do with all that good stuff once you have it. Case in point: it seems like every heavy hitter in the contact center industry is experiencing a Read More
What the New iPhone Implies About Contact Center Preparedness for Multichannel Data Integration
During a highly anticipated announcement yesterday, Apple met consumer expectations and confirmed that the new iPhone 6 will be released with NFC (near-field communication) technology. This means that in addition to admiring a beautiful new design, iPhone users all over the world can now easily make in-store payments, straight from their smartphones. As the iPhone Read More
Despite Companies’ Customer Data Efforts, Consumers Rage On
Not too long ago, if you needed a loaf of bread, you went to the local bakery. Without even asking, the shopkeeper, who was often the owner, knew what you wanted and would even have your loaf bagged and ready for checkout. He or she might ask about how your family’s doing or let you Read More
