Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. He said “The CRM vendors have won the battle of the desktop.

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What is Call Center CRM? (and How to Supercharge Yours…)

Babelforce

Post summary: Practically every call center uses CRM software, but few get the most from it. Well-integrated CRM is the cornerstone of the most revolutionary CX and retention strategies. Your CRM is only as good as your ability to integrate it with other tools!

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Beter Bed Transition Agents in 24 Hours to Work-From-Home Model with Vocalcom Salesforce Edition Cloud Contact Center Solution

VocalCom

As the current COVID-19 pandemic continues to impact businesses across the world, many retailers have been forced to rethink their customer service practices. Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution.

6 Core Emotions in Customer Experience and Why They Matter

NICE inContact

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. But at the end of the day, if the customer isn’t in on the conversation, we’re talking in abstraction. Customer experience is emotion. Happy customers stick around.

Basic Research Builds B2C Business with Custom CRM Integration

NICE inContact

As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. But by switching to NICE inContact, the company has sharpened and expanded its customer intelligence, empowered its agents with better information and streamlined the entire customer experience.

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Cloud Customer Experience – Why It’s a Good Move

Noble Systems

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud. Here are the top five advantages of moving contact centers to the cloud.

West’s Contact Center Infrastructure Recognized as One of Industry’s Best by CRM

West

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. CRM graded West on a variety of factors including depth of functionality and reputation for customer satisfaction.

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Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. On trying to understand what your customers really want, listening to them constantly and enabling every employee in the organization to act is imperative. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. On trying to understand what your customers really want, listening to them constantly and enabling every employee in the organization to act is imperative. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start

Serenova

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. Here’s a peek at what it covers: Why Move to the Cloud?

Cloud, the ‘New Normal’ for business continuity and performance

VocalCom

Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today – and tomorrow.

The Omni-Channel Imperative

VocalCom

Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels. Contact centers: the epicenter of the customer experience (CX).

Web Chat and Wallboard Added to Intelecom Cloud Contact Centre Solution

CSM Magazine

Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution. In addition, Intelecom now offers a standard integration to customer service platform, Zendesk. Customer Service News

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

VocalCom

For most companies out there, customer experience (CX) has become, more than a key differentiator against competition, a crucial element in their battle for survival in an era of great disruption. A positive experience makes a real difference to the bottom line.

PMCTreize Generali sets up remote working model in 48h for its contact center agents thanks to the flexibility of Vocalcom Cloud solutions

VocalCom

This is the case in the insurance industry, in which contact centers are important facilities established for handling customer service and optimizing the customer experience.

Acquisitions Point to Messaging’s Future in Customer Service

Fonolo

Big question: How should text-based communication work alongside voice for customer service? Because of their massive scale, ease-of-use, and rapid consumer adoption, those platforms started to look like a better bet for businesses to use as a way to communicate with customers.

Get Your Contact Center Ready for the Modern Age

NICE inContact

Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. Is your Contact Center Keeping Up?

Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce®

NICE inContact

The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. They have created personalized routing based on CRM data, resulting in a 10% increase in their Customer Satisfaction Score.

The Work-from-Home Revolution & the Engagement Challenge

VocalCom

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. For this, contact center managers need to ensure a swift switch to the remote working model over the long term to continue to deliver a world-class customer experience.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Is your Contact Center Keeping Up?

5 Ways Big Data Can Improve the Customer Experience

VocalCom

Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience.

How Digital is Improving Customer Experience in Call Centers

Talkdesk

Bring your ACD to the cloud to enjoy the digital transformation. We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Combine customer experience with efficiency.

New Integration: inContact Agent for Oracle® Service Cloud

NICE inContact

Here is why: You have likely noticed that customers are getting ever more demanding. It’s a general finding in the contact center industry: customers are growing more exigent. That being so, what can you do to improve customer service?

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3 Best Practices for Boosting Your Outbound Results with the Cloud

NICE inContact

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Cloud Contact Center Solutions: Scalable and Cost-Effective.

Digital Customer Service on a Shoestring

NICE inContact

But there are some things no company should skimp on, and digital customer service is one of them. If done right, digital customer service won’t just save money, it will make money through higher sales conversions and increased loyalty (more on this below).

Empathetic Social Customer Service Means More Than Typing Sorry

NICE inContact

Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. In case you haven’t noticed, social media has revolutionized the way we do customer service.

Empathetic Social Customer Service Means More Than Typing Sorry

NICE inContact

Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong. In case you haven’t noticed, social media has revolutionized the way we do customer service.

Get Your Contact Center Ready for the Modern Age

NICE inContact

Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. Why go “cloud” or stay with an on-premises system? Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) solution?

How to Handle Angry Customers in Your Contact Center

NICE inContact

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Listen: The first thing most angry customer callers want to do is vent. Diffuse the situation by listening patiently to the customer’s grievance before responding.

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Cisco - Contact Center

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes. In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. The reality is that sometimes you just don’t have great historical data, especially in the case of young contact centers, or those that are just newly implementing contact routing or workforce management software. Advantages of the Cloud Contact Center Management CRM Customer Experience Workforce Optimization

Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Mobile Apps and SMS are Paying Off in the Contact Center

NICE inContact

As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer. The lowest hanging fruit for self-service for 2019 planning is to make sure that you’ve optimized your mobile app, and mobile friendly website, for quick responses to common customer questions and issues.

Digital Customer Service on a Shoestring

NICE inContact

But there are some things no company should skimp on, and digital customer service is one of them. If done right, digital customer service won’t just save money, it will make money through higher sales conversions and increased loyalty (more on this below). The challenges that SMEs face when trying to implement a digital customer service solution are varied, but demonstrating ROI is one of the foremost. A penny saved is a penny earned, right?

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. The reality is that sometimes you just don’t have great historical data, especially in the case of young contact centers, or those that are just newly implementing contact routing or workforce management software. Advantages of the Cloud Contact Center Management CRM Customer Experience Workforce Optimization

TruGreen and CXone: Service Satisfaction and Revenue

NICE inContact

million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. With more than 2.3

Contact Centers Move to the Cloud in 2020

Fonolo

Advances in communication technology are forcing rapid change in the contact center. Will your contact center be left behind? The Future of the Contact Center is in the Cloud. Omnichannel Comms Require Cloud-Based Centers. What is a cloud-based contact center?

Experta Seguros Migrates All Contact Center Agents to Remote Model in 2 Days With Vocalcom Solutions

VocalCom

Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. At Vocalcom, we understand the immediate need of our customers to ensure business continuity without jeopardizing the health of their employees.

Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Communicate back office data to front office customer-facing personnel?