WHITEPAPER: The best call deflection tactics to reduce calls into the contact centre
IMImobile’s new white paper looks at how digital messaging channels enable proactive and reactive call deflection to reduce call volumes and improve customer satisfaction. For any customer, “we are experiencing a higher than normal call volume” is a phrase that causes frustration. It tells them they face a lengthy wait to have their questions answered […]
Why VPN is a poor choice for enabling a remote call center staff
By Steve Bell, TalkDesk In my previous blog, I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I explore the challenges and pitfalls of a common alternative tactic many companies are […]
Removing the friction from Customer Experience
By Simon Black, CEO, Awaken The world in which we now live and work is truly global and as such many companies need to communicate with customers across multiple languages. The inability to converse with customers in a common language presents barriers for many businesses. And while it may seem like a huge ask to address this need the technology now […]
Upgrade your on-premise PBX to support remote working with ContactOne’s BCP
With on-premise telephony systems PBX, the remote homeworking functionality is often limited to call forwarding extensions to mobile phones and other landlines. Using this method will get your calls answered, but the user-experience will be very limited, as many of the functions a business uses a PBX for, such as transferring customer calls to colleagues […]
Millennials and Next Gen are driving a message-focused future
By Nick Millward, Vice President Europe at mGage In recent years, smartphones have become the standard and with 95% of smartphones being used daily, coupled with the innovative capabilities and growing impact on our lives, it is a trend that businesses across all sectors need to pay attention to. In turn, Over-the-Top (OTT) applications, or […]
Connect ESAT to CSAT in Times of Crisis: NICE introduces WEM@home
At a time when human connections matter most, are your frontline employees empowered to perform, and inspired to care? Are you doing all you can to keep your agents engaged and motivated? Now, more than ever, every moment in the customer journey matters. The COVID-19 crisis has evolved to render face-to-face touchpoints less frequent, thereby […]
Coronavirus: CCaaS from Home
By Content Guru COVID-19 is spreading, and nobody knows how the situation is going to develop. Governments around the world are responding to the situation with bans on public gatherings and travel, and even quarantining whole cities. The impact on business is already huge. Dozens of factories, schools, and offices around the world have closed, […]
Best practices in SMS customer care
By mGage Did you know that 95% of people who had a bad experience are willing to give a brand another go if they know that their issue was dealt with correctly[1]? Customer care is extremely important for brands, and facilitating customer care over as many communication channels as possible is good business practice. Text […]
2020 Contact centre trends you need to know
Contact Centre executives have a lot on their plates. To thrive in 2020 and beyond, successful leaders must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact centre leaders realise they need to keep looking forward […]
INDUSTRY SPOTLIGHT: ContactOne
At ContactOne we believe in creating more successful conversations by using true multi-channel / omni-channel engagements that enable business-to-consumer (B2C) organisations to communicate with their customers via the customers’ channel of choice. Customers want to engage with a contact centre through their media of choice without unnecessary repetition of previous conversation elements…just one conversation across […]