Archives for Contact Center

Three Eye-Opening Technology Trends in Customer Experience Strategy

Understanding the technology eco-system your business operates within is critical to developing customer experience strategies that differentiate your brand and generate growth. New technology spaces such as the Internet of Things (IoT), artificial intelligence, and even the changing landscape of social media are all revolutionizing the way companies deliver experiences to their customers. Trend #1: KPI Measurement via Social Media Twitter is one of the world’s fastest growing social media platforms, especially for brands attempting to gain exposure. Tweeting is fast, enabling customers to connect with businesses in new ways quickly. Measuring Key Performance Indicators or KPIs on Twitter is
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AI is Changing the Customer Experience Forever

How do you keep your eye on businesses efficiency while also focusing on delivering personal customer experiences? In the past, you could either have one or the other, not both. Today, artificial intelligence machines are taking business capabilities to new heights, fueling a “customer experience revolution” that is both personal and offers efficient service delivery. What exactly is artificial intelligence? What do you think of when you hear the words “artificial intelligence?” Robots? The 1962-1963 Hanna-Barbera cartoon The Jetsons? Sure, AI is sort of like that, but even better. Artificial intelligence is frequently the catch-all phrase to describe computer systems
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Using Technology to Drive Loyalty Management

How Does Technology Drive Loyalty Management? Today’s loyalty management programs are far more complex and dynamic than ever before. Where once punch cards and spreadsheets drove loyalty management, today, multiple technologies converge to support programs designed to retain customers and reward them for doing business with you. Many common technology solutions support dynamic loyalty management programs. Loyalty Management Platforms There are a wide range of solutions available today that are designed specifically to support loyalty management programs. These solutions provide support in tracking and managing participation in programs, executing loyalty marketing programs and even developing the terms of a loyalty
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Support Customers Beyond “Regular Business Hours”

The modern consumer has come to expect much from your organization, including that help or guidance will be available to them, wherever and whenever they need it. Today’s customers also expect the ability to resolve issues or obtain information independently. What do these changing expectations mean for your organization? It means that providing customer support ONLY during standard business hours simply doesn’t work anymore. Customers want access to support around the clock, during weekends and even on holidays. That isn’t to say that your organization must have agents available 24/7, 365 days a year – that approach is often cost
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Technology’s Key Role in Customer Experience

How can your organization best use technology to engage customers? Technology plays a role in nearly every aspect of our daily lives. From the moment we wake up, to the moment we fall asleep, we rely on hardware and software to complete a variety of tasks. While the role of technology in our daily lives is clear, many organizations overlook the role technology can play in Customer Experience and the development of customer relationships. In point of fact, technology serves as the foundation of nearly every aspect of Customer Experience, including: Interactions: Today, nearly every interaction occurring between a customer
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Why We Need InteractionSync for PureCloud

I’m really excited to write this blog post. Why? Because I talk a lot each day, most of which is focused on Customer Experience (CX) and omnichannel communications that enable you to pinpoint where your customers find themselves while on their journey to interact with you. And much of this talking involves me sharing my own personal experiences and the experiences of the incredibly smart and talented people I’ve had the pleasure of knowing and working with over the years. But this is truly only helpful to you if you know me and my history, otherwise it’s purely anecdotal. Ultimately,
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Managing Schedule Adherence: What Should We Do?

I have been in the contact center industry for many years – man more than I care to admit, actually.  In all those years, one topic that I continually encounter is Adherence Management, and the best ways to handle exceptions. How do we excuse adherence events?   Should we excuse adherence events?  Yes, I said should we… I have always been of the mindset that “you never want to penalize the agent”, but, what if we did not excuse adherence events?  Bear with me here. NOT excusing adherence events would give us a true picture of the adherence in our contact
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Making the Switch to Interaction Connect – Part 2

In my last post, I introduced Interaction Connect as “The Client of the Future” for users of PureConnect (CIC). At the same time, I raised the primary concern that many organizations have about it, feature parity. So in this month’s entry I will face that concern head-on by taking a look at the CIC Client Comparison Guide. This document should be your first stop if you’re considering making the switch to Interaction Connect. It provides a rough history of clients going back to IC 3.0 (remember those days?), gives you detailed descriptions of all developed features, and indicates whether they
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