CTI Connector: A Short-Term Solution for a Long-Term Problem

Posted by Denis Seynhaeve on Jul 30, 2019 9:39:28 AM

Since digital transformation is the integration of digital technology into all areas of a business, at some point all enterprises embarking on this journey must address this challenge...

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Topics: customer experience, CTI, hybrid cloud, digital transformation, DX, CTI Connector

It's "Game Over" for your DX if you Think it's Just About Digital

Posted by Kathy Ruxton on Jul 1, 2019 11:21:09 AM
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Topics: customer experience, digital transformation, DX

Overcoming Organizational Silos for an Enhanced Customer Experience

Posted by Rachel Brink on Sep 2, 2016 9:19:08 AM

Customer experience is quickly becoming businesses’ next competitive battleground, expected to overtake price and product as a brand’s key differentiator by 2020. And while many organizations are making CX strides within their individual departments, adopting advanced solutions (CRM, Marketing Automation, Contact Center Solution, Billing Software, etc.) and business processes to help streamline customer data management and user activities, most are still lagging as it relates to cross-departmental collaboration and communication. In fact according to a recent survey by Fast Company, 70% of organizations believe that “Silo Mentality” is the biggest organizational hurdle to improving the Customer Experience.

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Topics: customer service, CRM, customer experience

The 6 Most Frustrating Aspects of a Customer Service Experience

Posted by Rachel Brink on Jan 22, 2016 9:04:54 AM

As customer service continues to overtake price and product as a brand’s key differentiator, businesses are increasingly seeking out ways to streamline processes and implement a more customer-centric approach across their entire organization. And to shed light on the current state of customer service, Microsoft recently released the findings of its annual survey, “2015 Global State of Multichannel Customer Service Report”, highlighting the key communication trends taking place, as well as changing consumer expectations. What was revealed that is of key importance to service organizations are the 6 most frustrating aspects of a customer service experience—issues that can easily be mitigated or eliminated with the help of a few tools and procedures.

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Topics: customer service, call center, contact center, contact center solution, customer experience, cloud contact center solution, customer service experience, hold times, bad customer service, call center solution, frustrating customer service, improve customer service, cloud call center solution

The 3 Pronged Approach to Customer Journey Mapping

Posted by Rachel Brink on Jun 16, 2015 10:47:09 AM

These days, the customer experience is everything. In fact by 2020, customer service is expected to overtake price and product as a brand’s key differentiator. And according to a recent Gartner survey of senior executives, 89% of respondents plan to compete primarily on the basis of customer experience by next year.

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Topics: customer service, customer experience, customer journey

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