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
Despite Companies’ Customer Data Efforts, Consumers Rage On
Not too long ago, if you needed a loaf of bread, you went to the local bakery. Without even asking, the shopkeeper, who was often the owner, knew what you wanted and would even have your loaf bagged and ready for checkout. He or she might ask about how your family’s doing or let you Read More
Predicting the Outcomes of Customer Engagements
In the contact center industry, customer engagement is our bread and butter. And, as Gallup’s recent State of the American Consumer reports, “When it comes to winning over customers, successful businesses know that everything depends on their customers’ experience with their organizations.” The mission of the BroadSoft CC-One team is to provide companies with cloud contact Read More
Using Statistical Performance Analytics for Call Center Agent Scoring
Last week Kumaran Ponnambalam of BroadSoft envied our Statistical Performance Analytics approach to predict contact center agents’ future performance and customers’ needs, based on historical agent and customer activity data. The result is not only an… Read More
Industry Perspectives – What Does the Digitization of the Economy Mean for Contact Centers?
This week as we continue our Industry Perspectives series, we wanted to take a look at a recent Wall Street Journal guest feature by Irving Wladawsky-Berger, a former vice-president of technical strategy and innovation at IBM. According to Wladawsky-Berger, “adapting to the ongoing digitization of the economy, and of society in general, is arguably the most challenging Read More
Industry Perspectives: Contact Centers or Customer Engagement Centers?
This week’s Industry Perspectives comes from a recent article by Patrick Budmar for Australia-based ARN. In his article, Businesses to turn to multi-channel customer engagement: Gartner, Patrick highlights Gartner’s recent prediction that companies will continue to transition into multi-channel customer engagement centers. Read More
