What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.
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I find that there are a lot of misconceptions about what CPaaS actually is. The term “Communication Platform as a Service” can mislead you into thinking it is a very broad and inclusive term.
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Products, goods, and services: Do you have anything in those categories that can be connected to the internet? That send signals? That provide information? If so, read on. If not… well, you should still read on, because this will likely impact you soon. There’s no sigh of relief here.
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Preparing and creating as much data as you can will help you build for the future and support more self-service efforts.
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Virtual assistants can offer an incredible amount of help to your customer care organization. Before we jump into that, let’s start by focusing on what a Virtual Assistant is—or better yet, an Intelligent Virtual Assistant.
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ConvergeOne prides itself on providing exceptional experiences and creating value for our customers. We strive to form true partnerships, teaming with our customers to develop progressive solutions that connect people with purpose. One way of determining if we're succeeding in this effort is to calculate our Net Promoter Score (NPS).
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Salelytics is a leading provider of inside sales and multichannel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients. Salelytics turned to ConvergeOne for support when it was first spun off from its parent company and had to completely start over in terms of its infrastructure, support, and expertise.
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In my last blog post, I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service.
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Do you feel like you’re working on antiquated equipment? Are your customers demanding that you do something different to improve their experiences? If so, it’s time for your customer care organization to modernize—but what does that mean, exactly, and how can you best position yourself and your organization for success?
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