Category: Agent Efficiency

It’s National Customer Service Week, And You Are in the Age of the Customer

By Sabine Winterkamp, Senior Director of Marketing EMEA

At times, customer service can be a tough industry to be in. An agent can potentially listen to complaints all day, while acting calm and understanding.

Big e-commerce companies, such as Amazon, have raised the bar for customer service expectations. Everyone else is playing catch-up to keep up with these expectations. And when you are a representative on the other side it can be tough to handle a positive customer service situation if you aren’t given the right tools to succeed.

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My Experience at Oracle OpenWorld 2016

By Walt Rossi, VP Business Development

I had the great opportunity to attend Oracle OpenWorld, Oracle’s annual user conference in San Francisco covering all products and solutions. Oracle’s product line now spans everything from databases, enterprise applications, middleware, hardware, cloud infrastructure, SaaS applications, enterprise services, and more. I spent my time focused on the cloud applications and in particular the Customer Experience (CX) portfolio. Oracle’s CX solutions cover the Sales, Marketing, Service, Commerce, Social, configure, price and quote (CPQ) business processes. As any customer sure knows, to have a truly positive experience with a business, it requires seamless interactions across these business processes. Customers want to feel as if they are talking to one company, as opposed to five or six different people across different departments of a company.

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Stand Up To Cancer – How it All Works

By Mayur Anadkat, VP Product Marketing

One in two men & one in three women in the U.S. will be diagnosed with cancer in their lifetime.

That is a statistic that cannot be ignored. More often than not, people can relate to cancer in some form or another. Everyone has a reason to give back.

Stand Up To Cancer (SU2C) is initiating the acceleration in innovative cancer research to bring new treatments to patients faster, and saving lives now. Tonight (Friday, Sept 9 at 8|7c) this amazing organization is hosting a live, commercial-free fundraising telecast to support cancer research with Tom Hanks as host. To call this event massive is an understatement. The results are groundbreaking as everyone, including celebrities such as Elton John, George Clooney, and Bradley Cooper to name a few, get behind this, act as agents to take pledges and support the mission that all cancer patients become cancer survivors.

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The Challenge & Solution for Next Generation Customer Service

By Sabine Winterkamp, Senior Director of Marketing EMEA

The contact centre market is undergoing a major evolution. Moving from complex, legacy, on-premise, multi-vendor technologies to easy to use, all-in-one solutions in the cloud. These cloud-based solutions are delivering the same capabilities and functionalities as traditional on-premise solutions – with a lot of additional advantages and fewer investments.

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Five9 + Salesforce = Better Together

By Mike Burkland, President & CEO of Five9

Salesforce recently announced that they are piloting Open CTI for the Lightning Experience in the Salesforce Summer ’16 release — with Five9 cloud contact center solution as a proof point for the CTI-empowered Lightning Experience. Read the full Salesforce blog post here: Lightning Strikes Open CTI: Why Voice Matters Now More Than Ever. Our success with Open CTI for the Lightning Experience is just the latest of a succession of Five9 innovations that demonstrate the power of integrating with Salesforce, including Sales Cloud and Service Cloud, Omni-Channel and Lightning CTI.

Salesforce and Five9 are in the business of changing the game by enabling an intelligent, state of the art experience for the omnichannel customer journey.

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The Importance That “Point of Record” Brings When Integrated Within the Contact Centre

By Paul Thomas, Managing Director EMEA

In a world of cloud-based systems, integration with cloud-based customer relationship management (CRM) solutions are a must have. Cloud technology is designed to be easy to use, customise and scale. In the digital age, everything needs to be intuitive and at our fingertips. A contact centre provider integrating with your CRM solution is the only way you can have it all.

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Do You Have Trusted Advisors in Customer Experience?

By Mike Crane, EVP Services

It’s finally time to remodel the inside of your house. You’re a little apprehensive because you think you know what you want but have never done this before. Your neighbor just remodeled a room in their house, and it reflects your taste. You ask the neighbor for the contractors who completed the remodel and you give them a call. With the experience that these contractors bring, they become your trusted advisors. They’ve done this before. You’ve seen their work. You appreciate the level of detail and options they provide you based one what they have seen. You also trust that they will complete the work as well as they did your neighbor’s home. Wouldn’t you want the same type of trusted advisor for your customer experience needs?

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Why Agents Hate Coming to Work

Guest Post by Sheila McGee-Smith

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.

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3 Changes Made in the Customer Lifecycle

By Mike Crane, EVP of Services

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.

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The Rise of Remote Contact Center Agents

By Mayur Anadkat

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.

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