We’re already well into the holiday season, and along with all the festivities and merriment, many consumers are experiencing the annual stresses of the busiest shopping time of year. Browsing, buying and connecting with customer support can be a time-consuming process, and as a result of the growing availability of digital and mobile technologies, there Read More
4 Out-of-the-Box Ideas for Engaging Your Customers
Successfully engaging customers requires more than a simple back and forth conversation between a customer and a contact center representative. To be remembered and make a positive impact on customers, contact centers need to think outside the box and come up with creative techniques that will help establish lasting relationships with customers.
The following four ideas are unique approaches to customer engagement that will help make a lasting, positive impression. Read More
Office Depot’s BroadSoft CC-One Transformation
Today, Office Depot uses BroadSoft’s CC-One Business Edition offering. The dashboard provides visibility into queues, teams, and agents, and allows supervisors to make adjustments where and when necessary. CC-One also allows for a global queue so traffic can be shifted in real-time with no business disruption. Office Depot is able to manage all contact center operations with no special on-premise equipment or capital outlay. Read More
Create Customers for Life by Improving Interaction Quality with BroadSoft’s CC-One Salesforce Edition
As the global leader in cloud CRM technology, Salesforce Sales and Service Clouds have carved out a sizable chunk of the market with a feature set that includes a robust agent desktop, reporting and analytics, and support for multiple customer interaction channels. Read More
Enhance Customer Experience by Leveraging IVR Self-Service in Your Salesforce Powered Call Center
It is no secret that call centers are on the front lines of working with customers. The key to improving customer experience is ensuring seamless experiences across interaction channels. One such channel is voice self-service which when used in an integrated manner, can meaningfully improve customer experience as an adjunct to other channels such as assisted voice service, chat, and email. Read More
Gain Real-time Visibility of your Contact Center: BroadSoft CC-One Salesforce Edition
This is a continuation of the blog series sharing 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 functionality for customer interactions. Read More
The Next Generation of Contact Centers
Today, most contact centers consist of three core systems: a CRM application, a contact routing (ACD) application, and the underlying communications infrastructure. Traditionally, these elements have been on premise, hardware centric and vendor specific – limiting their ability to fully integrate with one another. In turn, these limitations have resulted in a set of challenges Read More
Why You Need to Integrate Voice Calling with Salesforce
The BroadSoft CC-One Salesforce Edition is perfect for contact centers using Salesforce for email and chat customer interactions and want to add voice without having to manage and administer a whole other application and set of logins. Read More
Improve Services with Contact Center Business Intelligence Technology
Evolving technology for contact centers now provides digital tools to improve customer satisfaction, enhance product and service quality control, and collect data for future innovation. Read More
Big Data and Analytics can Lead to Higher Customer Engagement
Outsourcing customer service and support to a call center can help you save time, boost your profits and provide your customers or clients with a better experience. Read More
