Contact centers can take phone calls, respond to emails or chat in real-time with your customers. 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
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
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
Perspectives: “Customer Analytics Research Reveals Required Capabilities for Software”
This week, we’re reviewing a recent article by Richard J. Snow, VP and Research Director at research firm Ventana. In his article, “Customer Analytics Research Reveals Required Capabilities for Software,” Richard reiterates the importance of finding the right customer analytics tool for your company, especially since today’s customer data comes from so many different sources. In Read More
