By Teresa Dodson, Senior Manager Channel and Partner Marketing
Would you have peanut butter without jelly? What about Tom without Jerry, or chips without salsa? Some things just go together. They make a bigger impact together than by themselves. The contact center can be efficient on it’s own but its even better when it’s combined with a great CRM system. An agent can reply to a customer’s request, but it can be even more powerful if the agent replies with a personalized response. There is a way to fulfill this need from the customer for a personalized experience, and that happens when you combine CRM technologies like Oracle, which carries the customer information, and Five9. Continue reading →
Modern customer journeys are erratic. Customers research and look at products in-store and online. They ask questions in chat windows, through emails, via the phone and in person. They toggle between phones, laptops, iPads and physical stores so rapidly it could make your head spin. Continue reading →
When you think of a situation where you have been involved in a great customer experience, one, if not all, of these words will be used to describe it: Empathy, empowerment, enthusiasm. Did you feel like the call center agent truly understood your current situation? Were your expectations exceeded by how much the agent was aware of your past interactions or appreciation for your customer loyalty? Was your agent very interested in your needs? These characteristics are what makes a customer experience memorable and meaningful.
We all care about customer experience, customer journey and excellent customer service. But how can you ensure that your business can deliver on these changes and keep consumers loyal to your business and brand?
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.
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.
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.
With 2016 beginning, it’s that time of year to reflect on how far we have come but also prepare for what lies ahead. Significant improvements lie ahead for the contact center industry including focus on the agent experience, shifts in corporate business roles, and the strength of remote service. Three key industry trends we see evolving from a Services’ standpoint in the coming year include:
As many of you will be traveling this holiday season, I’m sure you can relate to this. I’ve traveled internationally plenty of times, been in many airports, but this time, recently traversing the Toronto airport, it was different. As I was leaving GTACC, Canada’s premier event for the contact center industry, I was blown-away by my horrific experience in this airport. I find it ironic that I just came from GTACC speaking about how customer experience is so critical to business, and then end up with the exact opposite. So here’s what happened…