Latest Contact Center Best Practices

Jul 22

3 Ways to Create a Mobile-Friendly Customer Service Strategy

Posted by Rachel Brink on Jul 22, 2015 8:47:10 AM

As of the end of 2014, almost two billion individuals own a smartphone globally, a figure expected to reach five billion by 2019 (Forrester Research Group). And as technology becomes faster and more efficient, and consumers continue adopting the latest devices on the market, businesses are increasingly seeking ways to connect with their customers using this relatively new channel. In fact, according to recent Forrester Research report, “Trends 2015: The Future of Customer Service”, adopting a “Mobile-First Mindset” in customer service is one of the key trends facing the customer service space over the course of this year. And with increasingly connected, mobile, and demanding consumers, businesses must learn to embrace mobile customer service quickly in order to remain relevant within their respective industries.

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Topics: text, mobile

Oct 16

The Role of Multichannel Communications in the Contact Center Space

Posted by Rachel Brink on Oct 16, 2014 9:01:00 AM

According to Oracle, businesses following a multichannel customer care strategy achieve more than double (9.7 vs. 3.9%) year-over-year improvements in customer satisfaction, as opposed to those using only a single channel. While voice has always been the dominant mode of communication, with 98% utilization amongst businesses and the channel with the highest client satisfaction ratings across all generations, alternative means of communication are playing an increasingly important role within the customer service space.

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Topics: customer service, call center, crm integration, multichannel contact center, multichannel call center, email, contact center, social media, voice, chat, text, virtual assist

Jul 16

Why Contact Center, Not Call Center?

Posted by Madeleine Coe on Jul 16, 2013 2:00:00 PM

In the past few years, you may have noticed a change in the telecom industry. Contact center has replaced call center in industry jargon when discussing the type of business you run. Why? Because the customer of today wants to experience customer service that makes them feel special, but they want to be able to do it on their own time.

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Topics: call center, 360 view, contact channels, contact center, social media, call blast, voice, chat, text