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Are Your Teams Data Driven? Why Contact Centers Need to be Data Empowered

The ability for customers to reach a contact center through their preferred channel can be a major advantage for contact centers looking to improve customer service and increase efficiency. Moving to an omni-channel system, however, can present organization problems if contact centers do not have data that is easily accessible and can empower employees to quickly serve customers. Data integration can help contact centers organize and analyze data to better understand a company’s business performance and customer satisfaction. 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

Data-Driven Marketing Doesn’t Work in a Silo

This week I want to share a recent article that appeared on Forbes.com, which calls out the analytics industry as a catalyst for helping brands drive better customer engagement. According to a Forbes Insights survey referenced in the article, 74% of organizations that identify as early adopters of data-driven marketing programs also cite having achieved Read More

Using Big Data to Deliver Better Solutions: Industry White Paper

This week I’d like to share a new whitepaper “Big Data and its Impact on Contact Centers” from a kindred spirit, the Daitan Group. In the white paper, Daitan discusses how major brand contact centers are seeing an uptick in the adoption of analytics programs in an effort to better understand and interact with their Read More

The State of Customer Service in 2014

As we are well into the holiday season, we wanted to take a look at our recent survey, done in collaboration with Harris Poll, and consider the findings as they pertain to the contact center during this busy time of the year. When it comes to holiday shopping, brands are focused on two things:  driving Read More

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