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
Successfully engaging customers requires more than a simple back and forth conversation between a customer and a contact center representative. To be remembered and make a positive impact on customers, contact centers need to think outside the box and come up with creative techniques that will help establish lasting relationships with customers.
The following four ideas are unique approaches to customer engagement that will help make a lasting, positive impression. 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
To gain the highest possible conversions and remain relevant in their industry, contact centers must implement changes that reflect best practices that will help them optimize efficiency and offer the highest level of customer service. An all-at-once implementation of these best practices, however, can result in chaos. Customers may turn to competitors if a contact 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
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
The announcements made at Dreamforce 2015 are sure to impact the way contact centers do business. Among the multiple days of keynote speakers, parties, classes and showcases, five announcements stand out as being most relevant to contact centers. The following five products announced at Dreamforce, if leveraged correctly, will help contact centers increase efficiency and Read More
Today, Office Depot uses BroadSoft’s CC-One Business Edition offering. The dashboard provides visibility into queues, teams, and agents, and allows supervisors to make adjustments where and when necessary. CC-One also allows for a global queue so traffic can be shifted in real-time with no business disruption. Office Depot is able to manage all contact center operations with no special on-premise equipment or capital outlay. Read More
Contact centers have become much more advanced and fulfill a vital role in the business world. For a contact center to stay relevant and grow in today’s ever-changing marketplace, it is important to take advantage of both the simple tools and high-end technology that is available. 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
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