Contact centers can take phone calls, respond to emails or chat in real-time with your customers. Read More
BroadSoft CC-One Salesforce Edition: Monitoring and Managing Agents for Quality
As we continue our series of tutorials on the BroadSoft CC-One Salesforce Edition, we’d like to discuss how supervisors can monitor and manage calls across the contact center, to better ensure a consistent level of quality and customer satisfaction. After signing into Salesforce using their credentials, the supervisor can access the Call Monitoring tab within the Read More
BroadSoft CC-One Salesforce Edition: Creating Call Flows and Routing Strategies
This week, we’re going to continue our series of tutorials on the BroadSoft CC-One Salesforce Edition – this time focusing on how to configure call flows and routing strategies, which are essential to a streamlined customer experience. As always, when getting started, administrators must first log into Salesforce using their credentials. From there, they have full access Read More
BroadSoft CC-One Salesforce Edition: Building and Administering a Call Center
For the second installment of my blog series on the BroadSoft CC-One Salesforce Edition, I’ll be exploring how the system administrator can build and administer a voice call center from within the Salesforce Sales and Service Cloud applications he or she is already using. Once the administrator has signed into Salesforce in their usual way, Read More
BroadSoft CC-One Salesforce Edition: Adding Voice With Open CTI Integration
This is the first of a four part blog series in which I’ll share the capabilities and benefits of the BroadSoft CC-One Salesforce Edition. CC-One Salesforce Edition is perfect for contact centers using the Salesforce CRM system’s email and chat for customer interactions and want to add voice without having to manage and administer a whole Read More
4 Ways Contact Center Predictive Analytics Increase Quality and Customer Satisfaction
While most contact centers use various CRM and ERP software, predictive analytics are often overlooked in the need for calls, leads, and employee management functions. Read More
Cloud Contact Center Software has Numerous Benefits
Here is why cloud contact center software is the best option for your taking your company’s ability to interact with customers to the next level. Read More
Industry Perspective: Consumer Product Spending and the Customer Experience
In a recent article by Jim Tierney at Loyalty360, Jim examines the relationship between investments in consumer products and the overall customer experience. According to a Gartner report Jim references in the piece, half of all consumer product industry investments in 2017 will focus on bringing innovation to the customer experience. Perhaps even more significant, Read More
Industry Perspective: Customer Experience in the Telco Industry
This week, we wanted to share our take on a recent article from K.C. Neel, which takes a look at the evolving role – and increased use of big data – to enhance the customer experience within the cable, satellite and telecommunications industries. In markets like the US, the customer experience is vital to cable Read More
New Report From IDC Zeros-In on Customer Experience
This week we’d like to share a new report from IDC Research that takes a look at how organizations are approaching their Customer Experience (CX) strategies, and the components of a successful program. The report identifies five stages that organizations reach in terms of delivering customer experience, which we’ve outlined here: 1. Ad Hoc: Organizations Read More
