This is the first of a four part blog series in which I’ll share the capabilities and benefits of the BroadSoft CC-One Salesforce Edition. CC-One Salesforce Edition is perfect for contact centers using the Salesforce CRM system’s email and chat for customer interactions and want to add voice without having to manage and administer a whole 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
Industry Perspective: Consumer Product Spending and the Customer Experience
In a recent article by Jim Tierney at Loyalty360, Jim examines the relationship between investments in consumer products and the overall customer experience. According to a Gartner report Jim references in the piece, half of all consumer product industry investments in 2017 will focus on bringing innovation to the customer experience. Perhaps even more significant, 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
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
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
