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 →
Customer ServiceMarch 2018 Issue

How CX innovation fuels Moneris’s growth

By Mike Aoki What does it take to stay ahead of the competition for one of Canada’s leading payment processors? “Make Customer Experience (CX) a priority,” says Marc Hollenberg, Vice President, Customer Experience, Moneris Solutions. Moreover, all Moneris employees have a stake in ensuring customers receive the best and the …

READ MORE →
March 2018 IssueMarketing Automation

Leading marketing automation developments

Affordability, improved experience and features enable companies to utilize MA By Irek Klimczak According to the Email Marketing & Marketing Automation Excellence 2017 report, sponsored by GetResponse, budget, data quality and knowledge (e.g. on how to develop a strategy, use the available tools or create relevant content) were the top …

READ MORE →
Customer CentricityMarch 2018 IssueMobile Marketing

How best to leverage mobile marketing trends

Customers are mobile and digital. So should marketing. Here’s how By Geoff Linton and Ryan Antooa According to Forrester Research, digital marketing spending in the U.S. will surpass $118 billion in 2018. Four of the top vehicles: paid search, display, on-line and email are growing between 8% – 18% compound …

READ MORE →