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
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 Perspectives: Customer Context and Adaptive Real-time Routing
This week, I’d like to highlight a great new report that echoes much of what we’ve been saying about the future of contact centers. A recent report from Donna Fluss of DMG Consulting “CRM + ACD = Personalized Service” provides further proof that Big Data is ushering in a new era of customer service and 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
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
