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CRMs Don’t Do Contact Center Solutions

Sep 20, 2018 7:00:00 AM

Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses...

Gartner's GetApp Call Center Category Leaders of Q3 2018

Sep 19, 2018 7:00:00 AM

The cloud contact center space continues to grow as enterprises look to replace their end-of-life premise-based contact centers. Cloud vendors continue to innovate and develop capabilities making it more beneficial to operate contact centers in...

A Complete Voice of the Customer Program

Sep 13, 2018 7:00:00 AM

What do my customers ………

Want

Need

Wish

Crave

Demand

Desire

Yearn For

Require

Fancy

Hunger

Have a hankering for?

Simple questions with difficult answers. Where do you get the answers? Most would suggest going to the source, your customers, and I...

Guidelines For a Smooth Transition to the Cloud

Sep 12, 2018 7:00:00 AM

You can alleviate concerns about transitioning to the cloud by arming yourself with information. Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current...

Create Effortless and Personal Experiences for Traveling Customers

Sep 6, 2018 7:00:00 AM

Like many others, I am just getting back from a wonderful summer vacation. Time away from work is a great way to de-stress, travel, and visit with friends and family. But vacation relaxation can be easily doomed if your travel and hospitality...

Top Concerns of Cloud Adoption: Why You Shouldn't Be Afraid

Sep 5, 2018 7:00:00 AM

Last week we posted a blog "Enabling A Great Experience Is Now Imperative: The Cloud Is the Key Enabler" to discuss benefits of the cloud. But despite an industry-wide understanding of the benefits of the cloud, adoption remains low. Of our...

Enabling A Great Experiences Is Now Imperative: The Cloud Is a Key Enabler

Aug 29, 2018 7:00:00 AM

 

One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer...

Predicting Contact Center Average Handle Time Part 2

Aug 23, 2018 7:00:00 AM

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more...

GDPR Compliance Checklist for Contact Centers

Aug 22, 2018 7:00:00 AM

Earlier this year, the General Data Protection Regulation (GDPR) became active across Europe to safeguard the personal data that businesses collect. The implications are profound, going beyond marketing to encompass all customer communications,...

Customer Service for Utilities Is All About Context

Aug 16, 2018 7:00:00 AM

To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies....

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