• Tapping into Customer Service Equilibrium

    Cloud contact centers, like any other business, rely on one thing – the customer. This is why among every single aspect of running and developing a successful enterprise, maintaining and improving customer service is perhaps one – if not the most – important thing for a company to pour its resources into. As we all know, the customer service...

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  • Out with the Old, In with Great Customer Service Technology

    In developing and effectively managing a cloud contact center, it is important to be able break down the current ecosystem that is being utilized by today’s enterprise. This especially rings true when considering the types of technologies that are in use and at what phase they are in. To properly serve customers – the most important aspect of any...

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  • Five Awesome Ways to Encourage Non-Customer Facing Employees

    Every employee has a role in the customer lifecycle continuum; IT keeps the call center up and running, purchasing acquires cutting-edge products that customers want, shipping ensures those products are delivered on time and in excellent condition, and accounting makes sure all employees get paid, which keeps them happy and productive. Sometimes, though, non-customer facing employees (the guys in...

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  • Five Ways to Accommodate Diversifying Employee Needs

    We live in a diverse society today. Building a call center that is as diverse as your customer base can improve many aspects of your business, including morale, creative thinking, teamwork and respect. A commitment to diversity, however, requires successfully managing it. How are companies meeting the diverse needs of their employees today? Here are some ideas you can...

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  • In Less Than One Year, We’ve Gained 10 Percent More Internet Users

    If you’re still not convinced of the influence of the Internet-empowered consumer, the time to think about reconsidering would be right now. New research from Pew Internet shows that the number of individuals who don’t use the Internet is quickly declining. In fact, less than one year ago, 25 percent of adults reported not using the Internet, while today,...

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  • What’s the State of Customer Service Technology?

    Technology affects everything around us, from the way that our food is processed to how we decide the ways in which we’ll spend our free time to new methods of communication. That last issue is especially pertinent to the cloud call center, which is quickly becoming a cornerstone of customer service technology. Consolidation is King While cloud technology quite...

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  • Too Much Call Center Technology, Not Enough Time

    Contact center managers are – understandably – on a never-ending hunt for the newest technology and latest trends in the customer service space. After all, customers are constantly changing their minds and communication preferences, oftentimes pinning you as the last person to know. Sometimes, it can feel as though there’s too much call center technology and simply not enough...

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  • Troubleshooting the Current Customer Service Experience

    Those entrenched in the customer service space are always looking forward to the next best way that consumers can be helped and assisted. Having said that, let’s take a look at some of the ways that problems in the customer service experience can be addressed and any future mishaps that can be avoided. Implement a Multi-channel Customer Service Experience...

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  • How Can the Enterprise Transform the Customer Experience?

    Customer service in the enterprise can often be a double-edged sword. On the one hand, the financial resources involved are often vast, allowing for the enterprise to deploy strategic solutions to any remote or geographically dispersed branch office. And if they are deployed in the most effective way, this will lead to the best possible situation for the customer,...

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