Latest Contact Center Best Practices

Nov 06

Calling all Laggards!

Posted by Rachel Brink on Nov 6, 2013 10:25:00 AM

With the development of any new product or service, there are people who typically jump on the bandwagon right away, and there are others who are slower to adopt new innovations. Those who are quick to adopt these new technologies right away are known as innovators and early adopters. They tend to be less conservative, more risk-oriented, and opinion leaders. Then, there are those who are hesitant to adopt new products, known as the late majority or laggards. They tend to be more conservative, skeptical, and will only begin using a product if the majority is using it or if it has become mainstream. Every business or industry deals with this product adoption model to an extent, and it is becoming evident that this is the case with cloud-based technology.

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Topics: cloud based contact center, cloud based, call center, cloud based solution, cloud based call center, technical support, software support, cloud customer service

Oct 25

What Customers Have Come to Expect

Posted by Rachel Brink on Oct 25, 2013 1:15:00 AM

In recent years, I feel as though my customer service expectations have risen tremendously. I am not completely sure why this is the case, but I know it has something to do with the technological advancements that our society has made. So many companies used to be able to get away with poor customer service because it was difficult for their customers to research them before hand, and harder for them to make the switch to a different company. Now, marketing is a two-way street; customers can post reviews on Facebook, Angie’s List, blogs and twitter regarding their experiences with companies. These customers can now project their opinions to thousands of people, if not more, and speak either highly or poorly of the companies with which they are doing business. Also, switching companies is now a matter of a quick and easy phone call. Companies can no longer get away with cutting any corners, and it has become a priority for many to re-vamp their customer service departments to ensure that they will not be brought down by negative reviews.

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Topics: customer service, inbound, call center, contact channels, call center software features, technical support, cloud customer support, software support, cloud customer service, customer support

Jul 18

How to Get the Most Out of Your Contact Center Software

Posted by Madeleine Coe on Jul 18, 2013 5:00:00 PM

“People pretend not to like grapes when the vines are too high for them to reach.”
Marguerite de Navarre

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Topics: contact center software, crm integration, crm software, call center software, technical support, software support, service delivery, product delivery

Mar 07

Too Many Screens, Too Many Steps: Customer Support Software

Posted by David Rastatter on Mar 7, 2013 2:45:00 PM
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Topics: customer service, contact center software, inbound, call center, crm integration, Inside sales, contact center, software support, customer support

Oct 24

Enhancing the Customer Support Experience

Posted by David Rastatter on Oct 24, 2012 4:00:00 PM
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Topics: customer service, software support, technology, customer support