Contact ManagementEngagement & Analytics

New integrated customer engagement platform claims a first

Is this the SaaS industry’s first fully integrated customer engagement platform? Freshworks, the cloud-based customer engagement software platform, says today’s launch of a unified marketplace platform that allows companies and developers to easily build apps that give access to a 360-degree view of customer information, is the first of its …

READ MORE →
Contact ManagementExcellent ExecutionJune 2018 IssueOperations and Logistics

Home, now more than ever, for the call centres

By Brendan Read Direct marketers looking for ways to cut call centre costs and improve performance may find the answer is right at home, with home-based call centre agents as in-house employees or outsourced. I wrote that opening sentence in “Home for the call centres” published in the August 2005 …

READ MORE →
Contact ManagementMarch 2018 Issue

How to become customer-centric? Think like a contact centre

BY MATTHEW CLARE Traditionally, inbound customer service and outbound marketing were separate worlds, but the rise of digital media means they now work in tandem. Being on the frontlines of customer experience, contact centres have learned valuable lessons, and developed strategies relevant to any organization striving to become customer-centric. Getting …

READ MORE →
Contact ManagementMarch 2018 Issue

How speech analytics can improve your contact centre

Advanced solutions bolster marketing and sales, coaching and compliance By Mike Aoki Speech analytics have progressed tremendously since their early days as little more than a way to measure vocal “tone” and single keywords. Now some programs can convert the content from customer interactions – calls, chats, emails, surveys and …

READ MORE →
Contact ManagementMarch 2018 Issue

The crooks are innovating — so must CX organizations

Why biometrics needs to be an omni-channel initiative By Brendan Read Your contact centre isn’t the only channel that’s susceptible to fraud. Determined crooks continue to ramp up their efforts to penetrate other channels: from mobile apps to the web. Fortunately, biometrics technologies are advancing so that your organization can …

READ MORE →
Contact ManagementMarch 2018 Issue

The evolving callback technology

Customers and contact centres win with today’s versatile callback applications By Jaime Bailey Waiting on hold is one of the top frustrations that customers experience. There was a time not so long ago where this was unavoidable. Now, organizations have the ability to implement cutting-edge callback technology that allows customers …

READ MORE →
Contact ManagementMarch 2018 Issue

Dear creditors, it’s time to embrace the digital age

Accurate payment information and respectful customer service key By Kevin Deveau Delinquent payments are bad news to all parties. For the organization they mean interrupted cash flow and difficult reconciliation processes. For the consumer they mean hits to credit scores and often becoming inundated with notifications and reminders. Without a …

READ MORE →
Contact ManagementCustomer ServiceMarch 2018 Issue

Sunny forecast for cloud-based contact centres

Scalability, omni-channel support and personalization drive adoption By Olivier Jouve On-premises contact centre solutions have long been a staple of customer engagement platforms. However, as companies look for innovative ways to transform operations, many see migration to the cloud as the approach of the future. Contact centres struggle with legacy …

READ MORE →
Contact ManagementCustomer ServiceMarch 2018 Issue

The digital revolution in customer care – are you ready?

By Seema Rao Customer care is undergoing a digital revolution. Customers are demanding more ways to engage with organizations. They are demanding faster, more accurate service and they want seamless, connected journeys. 79%1 of consumers say they are more loyal to organizations that are easy and simple to contact, yet …

READ MORE →