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Get Your Agents Off the Phone (and Onto Email for Contact Centers)

Apr 5, 2016 6:00:06 AM

You would never buy a new computer for the sake of just one feature, like Skype. It goes without saying that, by ignoring the wealth of other time-saving and productivity-enhancing features the computer has to offer, to do so would be a tremendous...

Use Live Chat to Slash Contact Center Costs

Mar 31, 2016 6:00:03 AM

Put yourself in your customer’s shoes, and imagine you are browsing your company’s website in search of a live chat option—but it’s nowhere to be found. Chances are likely you’ll ask, “Why aren’t they offering this basic customer service feature? I...

Enterprise Connect 2016: Multichannel Contact Center Buzz

Mar 23, 2016 6:00:45 AM

Enterprise Connect was such a success this year! Attendance was up, speakers were fantastic, and what a great location! The show was in Orlando, Florida at the Gaylord Palms, March 7-10. On the cloud contact center session track, most buzz was...

It’s Time to Rethink True Multichannel Customer Service

Mar 22, 2016 6:00:42 AM

Your agents are regularly engaging with customers over two or more channels, like voice, email and perhaps live chat or SMS. This is great—it means your department is using a multichannel customer service strategy to ensure that its contact center...

Contact Center Social Media: The Missing Element in Your Contact Center

Mar 17, 2016 6:00:07 AM

Mary is one of your customers and she uses a variety of social messenger applications like WeChat, LINE and Google Hangouts to interact with her friends and family.

There are Better Social Customer Service Channels than Twitter and Facebook

Nov 5, 2015 2:45:43 AM

For many people, it may well be easier and preferable to connect with your business via a channel that they are already active on versus picking up the phone or initiating a live chat. In recent years, social media was moved swiftly into the realm...

Beat the Competition with Future Technology

Oct 17, 2015 12:02:32 AM

The future is here, are we?

The largest transformational lifestyle changes we are experiencing are related to huge advances in data communications and storage technologies. Come to think about it: it is much easier to search today than memorize - we...

Why You Should Be Using Omnichannel Customer Engagement

Aug 7, 2015 2:10:36 AM

 

Omnichannel customer engagement means you allow customers to contact you using the media channel of their choosing and from their favorite device.  Why would an organization with a contact center wish to engage their customers from an...

Text Messages as a Two-Way Communication With Customers

Jul 24, 2015 4:38:57 PM

Text messages are widely considered to be a very reliable channel for reaching customers. The best example of this is in the banking industry, where more than 33% of customers receive their primary information about their account via text...

Improve Customer Service For Mobile Users

Jul 14, 2015 5:54:15 PM

How often are consumers using their mobile devices to seek customer service?

Are they finding the answers they need or running into problems?

Software Advice, trying to answer these two questions, surveyed 315 U.S. consumers and found that far...

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