Archives for Customer Experience

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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Dear LL Bean Customers: You Aren’t Always Right

L.L. Bean just updated their generous return policy. For over a century, they offered a lifetime return policy. This meant customers could return or exchange L.L. Bean merchandise at any time for any reason – even years after the initial purchase date. In a letter to customers Friday morning, the company said it has updated its return policy to give customers one year to return purchases, with a receipt: “Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent. Some view it as a lifetime product replacement program, expecting refunds for heavily
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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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