About Cisco CISCO BroadSoft is now part of Cisco Learn More

Predicting the Outcomes of Customer Engagements

In the contact center industry, customer engagement is our bread and butter. And, as Gallup’s recent State of the American Consumer reports, “When it comes to winning over customers, successful businesses know that everything depends on their customers’ experience with their organizations.” The mission of the BroadSoft CC-One team is to provide companies with cloud contact Read More

Five Strategies to Avoid Crisis in the Contact Center

We live in a customer-obsessed culture, and consumers have come to expect excellence in all areas of service. This has been the driving force behind things such as 24-hour access to customer support and, more recently, the media attention around flying drones designed to get things to our doorstep even faster. This has also created Read More

Industry Perspectives – What Does the Digitization of the Economy Mean for Contact Centers?

This week as we continue our Industry Perspectives series, we wanted to take a look at a recent Wall Street Journal guest feature by Irving Wladawsky-Berger, a former vice-president of technical strategy and innovation at IBM. According to Wladawsky-Berger, “adapting to the ongoing digitization of the economy, and of society in general, is arguably the most challenging Read More

Using the Cloud and Analytics to Modernize Legacy Contact Center Systems

As customer service demands escalate, contact centers must be quick to adapt.  Here are some of the critical changes I see happening inside of today’s contact centers and the wide-range of challenges they face. For example, 1. While call load balancing was efficient in the past, offshoring and outsourcing to home agents have complicated the operating model. Read More

Perspectives: “Customer Analytics Research Reveals Required Capabilities for Software”

This week, we’re reviewing a recent article by Richard J. Snow, VP and Research Director at research firm Ventana. In his article, “Customer Analytics Research Reveals Required Capabilities for Software,” Richard reiterates the importance of finding the right customer analytics tool for your company, especially since today’s customer data comes from so many different sources. In Read More

Survey Says: Most Companies Still Rely on the Old-Fashioned Spreadsheet for Customer Analytics

Last week, Richard J. Snow, VP and Research Director at research firm Ventana, published a blog post summarizing results from a study “Next Generation Customer Analytics.” This followed a second Ventana research report around customer engagement, which looked at the various channels through which today’s customers interact with companies. Ventana’s research highlights an on-going discussion that Read More

Industry Perspectives: Customer Service Takes a Turn – Is this a Trend or Simply a Misstep?

This week’s Industry Perspectives comes from the American Customer Satisfaction Index (ACSI), which last week reported that online shopping satisfaction is at a 12-year low. Specifically, online shopping satisfaction dropped 4.9 percent to 78, the lowest score since 2001. But the drop can’t be too much of a surprise given the customer service nightmare that UPS and FedEx experienced Read More

Older Entries
Newer Entries

Want To Learn More? Get Started Now.