5 Smart Contact Centre Strategies Designed to Improve the Customer Experience
In a recent study of more than 300 contact centres from across the globe, Deloitte found that 85% of respondents viewed customer experience as a competitive differentiator, up from 62% in 2013. Accuracy and quality of information, quick access to contact centre team members, and first contact resolution were identified as the top customer experience attributes. When it comes to customer experience, how does your business measure up to the attributes identified in the Deloit
Unified Communications Is More Important Than Ever
These days life is moving faster and faster. We keep supercomputers in our pockets and even on our wrists. We make phone calls on our computers and control our thermostats and lights with our phones. And in business many of our customers are already using their own form of unified communications and they expect us to keep pace. That’s why your business must work to embrace a Unified Communications, or UC, solution now more than ever. Think about all of the moving parts and pi
3 Ways Unified Communications Improves Efficiency and Profitability
The ultimate aim of a truly unified communications solution is to make organizations more efficient, whilst simultaneously improving productivity. As mobile and remote working become increasingly common, UC can empower organizations that employ staff across disparate locations and offices to continue to benefit from a single cohesive communications network as the traditional boundaries of the workplace are dismantled. New methods of communications and messaging tools are ever
Customize Your Contact Centre To Meet the Demands of Your Customers
Nowadays, customer support is far more complex and challenging than ever before. Technology has fostered higher expectations amongst customers, who not only expect to reach you through a wider variety of channels, but also increasingly demand same-day resolution of issues. In a recent Nielsen/Harris poll, 79% of Millennials said they expected response back within a day to their online questions. Expectations of Baby Boomers and Gen X’ers weren’t much lower: 71% and 73% respec
Creating Better Customer Experiences One Call at a Time
If you make money using the phone, then your phone system needs to be a business enabler, not inhibiter. Your prospects must be able to reach you in a timely manner. Your customers need to find you wherever you are, at the front desk, in a meeting or outside the office. That’s how you want to serve your prospects and customers. That’s how they want to be treated. Here are two ways an onsite phone system can better enable how your customers do business with you by eliminating
