The customer service industry is experiencing some technology growing pains. We are seeing a lot of examples of the next big thing and trending technology ideas go through an awkward stage, like puberty. Not quite developed for the future, but apparent for everyone to see we are hitting a time of real change. I’m feeling a huge push in technology to want to be part of the Internet of Things (IoT) and bots becoming the new normal, but the maturity level of these are stuck at an awkward, teenage level. IoT and bots are in their early days, not sure where they fit in, still trying to find a home, not quite confident and accepting that this is the new normal.
As I am gearing up for Salesforce World Tour London this week at London ExCel on Thursday, 19th May 2016, I am preparing to make the most of my time at this event. This jam-packed London Salesforce attraction with approximately 8,500 attendees has a busy agenda. I am excited to hear from executives, customers and product experts who will discuss and demonstrate to the attendee’s how to transform your business.
By Walt Rossi, Vice President Business Development
Last week I attended the Oracle Modern Customer Experience (CX) Conference, in the headquarters of a true representation of customer experience, Las Vegas. This annual event gathers thought leaders for customer experience management focusing on Oracle’s CX solutions: Marketing, Sales, and Service Cloud. It was great to see everything there is to offer in Oracle CX all under one roof, because that is how it works in the real world. The several thousand attendees gathered to learn about trends in CX, hear product vision and roadmap details from Oracle product leadership, and most importantly learn from the many company’s approaches to engaging customers.
Cloud – one of those buzzwords you’ll hear frequently in technology. Cloud-based solutions, cloud adoption, cloud software – it’s all about cloud. Now, if you are reading this from the US perspective you’ve been talking cloud for what seems like forever. But, if you are reading this from the UK you might think, “what is all this cloud talk about?” Many European markets have become interested in moving their technology away from legacy, premise-based solutions to cloud-based software. The need exists to expand a cloud solution into the European marketplace, otherwise I wouldn’t be where I’m at today.
This article was originally published on MarTech Advisor, here.
By Mayur Anadkat
Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.
President & Principal Analyst, McGee-Smith Analytics
It’s amazing how many jobs I had as a student that prepared me for life as a contact center analyst. One was international operator for AT&T. There was a lot of manual dialing, typically punching in up to 15 or 20 digits. It could be quite frustrating trying to find information for a customer, which often involved flipping through pages of manuals and little handwritten notes.
Let’s start from the beginning. The customer lifecycle is the journey each customer experiences through deploying a new solution to achieve a positive outcome for the business. A crucial part of this journey is getting started on the right foot. This includes preparation and taking all the proper steps to make sure the customer is satisfied throughout the journey. Successfully navigating through a customer lifecycle will develop a strong relationship that requires continual focus and attention. This relationship is derived from services which include; deployment, adoption, implementation, and continued support.
More companies are beginning to adopt remote work programs and offering their employees the option to work from home on a part-time or full-time basis. According to GlobalWorkplaceAnalytics.com, 50% of the U.S. workforce holds a job that is compatible with at least partial telework. Not many people would argue against the logistical benefits of working from home – for example, cutting out commute time and costs.
I’m thrilled to announce that Five9 recently expanded the company’s channel partner program. In light of this, I thought it might be helpful to provide more detail on the types of programs typically available and include examples of what we are doing here at Five9.