The modern contact center often includes updated technology, multiple communication channels, and well-trained employees.
Management spends a good deal of resources optimizing these assets to increase conversions and overall sales. Despite the latest and greatest advances in contact center functionality, however, an overwhelming majority of contact centers still make a critical mistake that prevent them from generating even higher conversions and overall sales. Read More
It’s easy for contact center teams to become so busy with pressing tasks and concerns that little time or attention is left for small changes that can dramatically improve contact center performance. However if contact centers implement the following eight changes, they will make a big impact on center productivity and customer satisfaction. 1. Occupy Read More
In a contact center environment that relies on efficiency in order to satisfy the needs of their customers, finding systems and methods for improving productivity is critical. Customers want to resolve their issues as quickly as possible, and contact center teams want to deploy their time and resources efficiently. The following five solutions, when implemented Read More
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
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
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
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
Contact centers can take phone calls, respond to emails or chat in real-time with your customers. Read More
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
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
© 2024 BroadSoft All Rights Reserved
