Aria Solutions
SEPTEMBER 24, 2020
5 reasons why you shouldn’t build your own WFM feed. “WFM often ranks as one the most important applications in the contact centre, as much as 70% of your running costs are staffing related and WFM is crucial to ensure you balance exceptional customer service whilst balancing the costs of that service.”. Aria has been developing WFM data feeds for over 15 years.
Aria Solutions
JUNE 8, 2020
Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Many considerations need to be paid towards how to begin re-engineering, how to maintain the design after the solution is built and deployed, and what tools are required to plan its design and execute all this.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Aria Solutions
JUNE 8, 2020
Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Many considerations need to be paid towards how to begin re-engineering, how to maintain the design after the solution is built and deployed, and what tools are required to plan its design and execute all this.
Aria Solutions
MARCH 31, 2020
As we’ve come to know that understanding our customers and meeting their needs is one of the key building blocks for this new decade, it has also become one of the most competitive areas in business. Two-thirds of businesses surveyed report that they compete mainly on customer experience. The global call center market is predicted to grow to $481 billion by 2024 , propelled by the need for businesses to deliver customer-focused services.
Aria Solutions
OCTOBER 9, 2019
Change is the only constant in the contact center. It’s a landscape in constant flux. Interactions once conducted on traditional channels like voice, email and standard IVR are moving to more manageable, lower-cost alternatives like chatbots, VPA (Alexa) and WhatsApp. But with rapid technological advancement, the pace of change is accelerating. It’s predicted by Gartner that organizations will have to address no fewer than 12 emerging and immature channels by 2022 compared to typically three or
Aria Solutions
AUGUST 30, 2019
Good customer service has been shown to produce quantifiable results, from increased repurchases and customer retention to increased advocacy of the brand. Customer service leaders dealing with common contact center challenges know they must invest in modernizing their technology. But securing the budget to do so is a challenge. To win funding for a contact center improvement project and justify the cost of needed investments, the first step is to create a strong business case that will win buy-
Aria Solutions
JULY 8, 2019
Throughout our 22 years of experience, Aria’s developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact center challenges and shared how four organizations overcame them. Those challenges — siloed technologies, inflexible infrastructure, introducing or maintaining multiple channels, limited agent visibility — are some of the most common obstacles facing contact centers today.
Expert insights. Personalized for you.
62 
Let's personalize your content