Blog

WebRTC is far from being a production solution for large financial institutions. If and when it becomes one, it will not only provide major cost reductions, but will also introduce many additional benefits. One such benefit, which is key to financial organizations, is easier, fuller evidence keeping.

In our last blog, we looked at what makes back office productivity so hard to judge – the problem of knowing what is being done, measuring efficiency, and linking it all with the bottom line and customer satisfaction.

As we discussed last time, effective business processes and a more perfect customer experience are often the product of the combined power of interaction analytics and desktop analytics. The benefit runs in two directions: determining whether the right action has been taken based on the customer conversation; and determining if the right conversation took place based on existing customer data. For contact centers, this is a game-changing approach on many levels…

Is your contact center proactively managing and scheduling in real-time? We narrowed down the important tools to use to get a forward looking vision and direction of your organization. Along with this, we demonstrated how to better predict what your agent levels are going to look like in the future. Throughout the day, it’s important to know...

As we all know, the field of customer experience is undergoing significant changes. Technology, data and the essential importance of customer experience are all making a profound impact on every customer-focused company. We are going to take a closer look at these disruptive forces, how they influence each other and, most importantly, how companies can effectively deal with them to create perfect customer experiences.

Millennials expect an immediate response and “later”– whether it’s a few hours or even just a day –might be too late. Current research shows that Millennials expect to receive a response to their complaints or questions within 60 minutes and failure to do so can result in very unhappy customers. So it is not surprising that many companies are changing the focus of their customer service to be more in tune with this need. In this week’s CX Buzz, some of our chosen authors tackle this very issue with very informative pieces that explain how Millennials are changing the face of the customer experience landscape and what to expect if you cannot meet the changes.

Every college or university has opportunities where contact center technology can be used to improve the student experience, streamline administrative processes, increase sales for bookstores and ticket offices and support fundraising campaigns. Collegiate contact centers are most often small groups staffed by representatives who have a wide range of tasks and responsibilities in addition to answering the phone....