Companies need to provide customer service that surpasses the competition. They need to realign their culture and technology in order to drive the maximum value out of their investments (making employees more productive, and extending current capital expenditures to capture the highest value).
We’ll examine the advantages of cloud-based contact center solutions, as well as the strategy of migrating from premises- to cloud-based contact center software solutions—why it makes sense for some organizations, what to consider, and how a few real-world migration efforts have fared.
The time has come to acquire, replace or upgrade your contact center solution and supporting applications. It’s a buyer’s market, due to the maturation of cloud-based contact center infrastructure providers who have entered the market with competitive offerings. Take advantage of this opportunity by including both premise-based and cloud-based solutions in your contact center infrastructure selection process. While this may add some complexity to your financial and technical analysis, it greatly expands your options and improves your negotiating leverage.
Proactive service that’s delivered through personalized interactions with agents can help differentiate companies, strengthen customer relationships, and drive compelling business benefits.
If you are starting to evaluate cloud contact center solutions, make sure you first download this checklist so you know the key questions you need to ask. And, find out how inContact stacks up.
This research identifies and offers insight on key trends in the customer management/contact center industry related to 2013-14 goals, strategies and budgeting plans.
Learn to enhance customer service and boost results by anticipating and acting on customer needs and preferences through 5 basic tips.
Learn how to deliver on the expectations of the mobile, multichannel customer requires companies to predict customer demand and manage agent resources more effectively through 5 basic tips.
When it comes to issue tracking software, the practical need is fairly clear: you have customers and/or employees to support, and you need an established set of tools to organize, track, and measure these services. Many software solutions available today offer the tools you need; however, it’s necessary to understand your specific needs before comparing products.
The practical need for customer service and support software is fairly clear: you have customers, you provide customer service to them, and you need an established set of tools to organize, track, and measure these services.