With centralized contact center reporting across all locations, you can learn about the business how to improve a revenue stream, how to run the business more efficiently and how to appeal to various customer needs. With centralized contact center reporting across all locations, you can learn about the business â how to improve a revenue stream, how to run the business … [Read more...]
Transform Customer Data Into Profit
A unified platform for analytics that can provide synergistic insights across marketing, sales and customer service is the key to achieving maximum value from customer relationships. Customer-first. Customer-focused. Customer- driven. Customer-centric. Customerobsessed. The words have been bandied about in the management lexicon in the last few decades as though each new wave … [Read more...]
From Call Center to Contact Center: How to Successfully Blend Phone, Email, Web and Chat to Deliver Great Service and Slash Costs
To be effective, a cross-channel contact center must possess two vital capabilities: Common incident tracking, reporting and histories across all channels; and use of a common knowledge base across all channels. Executive summary Customers communicate with you in a variety of ways. They call. They send email. They visit your Web site. So, naturally, you try to manage each of … [Read more...]