This week, I’m continuing our Industry Perspectives series by highlighting Kate Leggett’s blog post, “Forrester’s Top Trends For Customer Service In 2014”. In the piece, Kate explains how the recent shifts in digital communication, mobility, and the acceleration of innovation are impacting customer expectations. The article highlights the top 12 customer service trends for 2014 that Read More
Match-Making in the Contact Center
In honor of Valentine’s Day, last week, CMSWire posted an article that likened customer relationships with personal relationships. The piece, How to Make Your Customers Love You This Valentine’s Day, took three best-practice tips for happy, healthy, successful relationships and applied them to customer relationships in the contact center. We encourage you to give it a read, it’s interesting how well they apply. Read More
Industry Perspectives: Contact Centers or Customer Engagement Centers?
This week’s Industry Perspectives comes from a recent article by Patrick Budmar for Australia-based ARN. In his article, Businesses to turn to multi-channel customer engagement: Gartner, Patrick highlights Gartner’s recent prediction that companies will continue to transition into multi-channel customer engagement centers. Read More
Industry Perspectives: Big Data – Mainstream for Most
This week, BroadSoft is continuing our new Industry Perspectives series with a recent piece by Louis Columbus, a contributor for Forbes. In the article, 2014: The Year Big Data Adoption Goes Mainstream In The Enterprise, Louis highlights IDG’s recently conducted study on big data and enterprise predictions for 2014. The most notable of results are that on average, enterprises will spend $8 million on big data-related initiatives this year. The study also mentioned that 70 percent of enterprise organizations have either deployed or are planning to deploy big data-related projects and programs. Read More
Industry Perspectives: Does Big Data Need to ‘Shrink to Grow?’
This week, we’re introducing a new blog series, “Industry Perspectives,” to share insights from today’s top reporters, influencers and thought leaders. Our first post comes from Quentin Hardy and highlights a recent article he wrote for the New York Times. In “Big Data Shrinks to Grow,” Quentin writes about a big data paradigm shift that Read More
Five Tips for Contact Centers in 2014
This past holiday season, UPS and FedEx experienced what can only be summed up as a customer nightmare when an influx of orders created shipping delays and prevented on-time delivery of hundreds of thousands of packages. Both companies immediately kicked into damage control mode, and issued public apologies to customers about not being able to meet the high expectation of delivering gifts in time for Christmas morning. Read More
