Latest Contact Center Best Practices

May 19

The “New” ServiceNow® Knowledge18 Highlights and Key Takeaways

Posted by Kathy Ruxton on May 19, 2018 6:02:34 PM
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A record 20,000 attendees consisting of a vast array of enterprise IT professionals and leaders gathered at the Sands Expo Hall in Las Vegas last week to experience the future of work according to ServiceNow – and the company did not disappoint!

The massive 3-day event was packed with keynotes, analyst presentations, classroom sessions, developer labs and exhibits with over 100 ServiceNow partners, showcasing the latest technologies, trends and topics related to the future of ServiceNow, the ecosystem and how the company is empowering digital transformations and delivering great customer and employee experiences.

Read on to explore the top highlights from the show:

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Topics: customer service management, ServiceNow, Product Launch, telephony CRM integration, Cloud Communication, Knowledge18

Dec 27

Mobile Trends Shaping the Future of Customer Service

Posted by Rachel Brink on Dec 27, 2016 9:26:06 AM
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According to Dimension Data’s recent Contact Center benchmarking report, digital channels (email, web chat, social media, SMS text, video chat), which currently account for roughly 35% of contact centers’ total interactions, are expected to overtake voice within the next two years. The catalyst?—the widespread adoption of Internet-connected mobile devices. Consider the following: by 2018, Cisco predicts that the number of mobile devices used by consumers will grow close to 8 billion.

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Topics: customer service, WebRTC, mobile, mobile trends

Dec 12

4 Questions to Ask When Choosing a Contact Center Solution

Posted by Rachel Brink on Dec 12, 2016 2:14:20 PM
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Praised for its superior scalability, reliability, and cost savings, cloud has quickly picked up speed in the contact center space, as it has eliminated the need for large up-front infrastructure investments and server maintenance. While the majority of the market continues to rely on on-premise solutions, an astounding 70% of businesses have stated a desire to transition to a cloud alternative. But while many cloud contact center solutions appear to offer similar features and functionality, there are a number of fundamental differences between them that every decision maker should be aware of before choosing a solution.

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Dec 05

4 Benefits of Using an Interactive Voice Response (IVR) System

Posted by Rachel Brink on Dec 5, 2016 9:46:40 AM
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An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on.  In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.

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Topics: customer service, self-service, interactive voice response, IVR

Nov 30

How SugarCRM Helps Improve Customer Service

Posted by Faye Business Systems Group on Nov 30, 2016 10:05:57 AM
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Many company executives realize the importance of customer service to their organization. It’s no longer seen as just an outlet for customer complaints but instead a department to help ensure customer loyalty. As its core function, customer service is expected to effectively handle basic customer transactions.

Think back to a bad customer service experience. What do you wish the rep had done better? How about the best experience you had? If you’re like most people, you expect customer service to be able to quickly and proactively help answer questions and resolve issues. After all, isn’t that why they are there?

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Topics: customer service, CRM, SugarCRM