This post originally appeared at jackitessmer.ulitzer.com For IT systems integrators (SI) selling networking, application and infrastructure solutions, and for telcos offering broadband and voice services, expanding into selling contact center software is a natural – and smart – choice. For quite some time, communication service providers (CSPs) have offered a portfolio of applications to customers that [...]

Self-service is a key and increasingly important part of an integrated customer experience but get it wrong and you will end up with frustrated customers and a higher demand on your agents. So what should you be looking out for when going down the self-service route. Poorly-designed IVR solutions – Poor design is one of [...]

This post originally appeared at Healthcare Facilities Today As technology advances, contact centers need to keep evolving, especially in terms of being more customer-centric. In every sector, customers seek a more personalized experience, and most contact centers struggle to keep up with rising expectations for service. This is perhaps most evident in the healthcare sector, [...]

Enterprises tend to take a silo-based approach to operations, and technology vendors aren’t much different when it comes to their offerings. Unified Communications (UC) evolved out of the PBX market, so not surprisingly, these solutions were telephony-centric. Things have certainly progressed, but today’s UC is still built around the needs of employees as end users [...]

As companies’ omni-channel customer experience demands increase, savvy BPO (Business Process Outsourcing) providers are turning to the cloud to provide flexible and scalable contact center offerings. Aberdeen research found that customers having a wealth of information on competitors and expecting a consistent experience across all channels were the two main concerns keeping Customer Experience Management [...]

Real-time speech analytics (RTSA ) can help organizations mitigate employee frustrations before the breaking point occurs, resulting in significant cost savings, improved morale and happier customers. No one understands the true costs of employee turnover better than human resources (HR) professionals. Prior to the end result of “filling an empty position,” there are costs of [...]

As we enter the last week of the EU referendum campaign, the overall decision remains on a knife edge – and it’s clear that across the contact centre industry, the choice of whether to stay or leave remains the focus for passionate and heated debate. A snapshot poll of a small sample of senior decision-makers [...]

Unified communications (UC) solutions are found in nearly every enterprise, and the benefits they provide, including enhanced communication (even at a distance) and improved collaboration within teams and between business units, enable cost savings by reducing travel, and much more. But, one, sometimes overlooked, business case for UC is improving customer engagement. 

Agent productivity has always been a key consideration for contact centres and technology can play a huge role in helping to achieve this. Here are just 3 ways that technology can deliver enhanced efficiency and drive up productivity.   1. Providing an effective interface to help agents handle interactions Businesses need to give contact centre [...]

Empowered with more choices for energy consumption, consumers are no longer tied to a single regional provider. Recent trend analysis conducted across numerous Aberdeen Group studies shows that the percentage of energy and utility companies citing the need to improve customer satisfaction as a key objective has almost doubled between 2012 and 2015. To prevent [...]