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Adapting Your Customer Experience Strategy in the Time of COVID-19

Posted on April 7, 2020 by Kathy Sobus

Now that we’ve thought about customer engagement and satisfaction, and remote employees/contact centers, we should turn our thinking to strategy. None of us at this time know how long we will be working remotely, or when life will return back to a level of normalcy we had prior to March of this year. One thing is certain, especially during this uncertain time: employees and customers will have questions and requests outside of the norm we experienced earlier this year. Because of perceivably higher volumes of contact into your organization from both employees and customers, perhaps it’s time to think about how you can enable those elements in a mid-term strategy that you can maximize when we return to “normalcy.”

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The Q&As of Enabling a Remote Agent Workforce

Posted on March 31, 2020 by Kathy Sobus

These are times that many of us have never lived through or previously had to adjust to. Children have been sent home from school and for many college students, the rest of the semester is now adjusting to an online format. As for employees, most of our clients are asking for ways to allow their employees to work remotely. Mostly, with contact centers, they are the first ones to be tackled. This blog provides thinking beyond the technical aspects needed for a successful transition.

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Six Customer Satisfaction Lessons from the Coronavirus

Posted on March 24, 2020 by Kathy Sobus

Whatever you want to call it, we’re all “in it” right now and struggling to find a new normal for our daily lives. As far as our work life is concerned, companies around the globe have been working tirelessly to handle the demand, both from a customer side and an employee side. Although the examples represented below are not of a life-altering or threatening nature, they are used illustratively to provide guidelines on how we should be behaving with our customers during this uncertain time. We are all hopeful that the damage from this pandemic will be minimal and we will be back to normal soon. 

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Are You Ensuring the Safety of Your Customers’ Data?

Posted on March 10, 2020 by ConvergeOne

Raise your hand if you’re guilty of sending secure information using your cellular device. Don’t worry—we all do it, despite the inherent risk involved in transmitting sensitive information across cellular and data-driven networks. However, this could leave not only your organization, but also your customers’ personal information, at risk. Customers want to feel safe interacting with your business. A critical component of an excellent customer experience involves ensuring the safety of your customers’ data.

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Four Steps for Improving IVR-Customer Interactions

Posted on March 3, 2020 by Kathy Sobus

Why don’t companies want to make their IVRs more profitable?

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How to Solve Cash Flow Issues with Public Cloud

Posted on February 18, 2020 by ConvergeOne

A business process outsourcing (BPO) provider with 5,000 global agents was primarily focused on customer experience and contact center outsourcing for large companies. Like many in its industry, the BPO ran on very tight margins and wanted to move away from spending capital money. It preferred operational expenses because it billed its customers on a monthly usage basis (i.e., how many phone calls it took), so it desired to match its cost structure with its revenue structure. Having to pay money upfront with the hope that the customers would use the system would not benefit the BPO; instead, it desired for its underlying technology and business costs to be paid when its clients made payments. For this reason, an “As-a-Service” model best suited the BPO from a financial and technology perspective.

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Understanding + Optimizing Your Customer Experience

Posted on January 21, 2020 by ConvergeOne

More than ever, business leaders are focusing on how to optimize the customer experience they’re delivering. Gartner studies indicate that 89% of companies plan to compete primarily on customer experience. Optimization always starts with understanding and measuring the customer experiences you’re currently delivering. The only way to do that accurately is via technology solutions that can automatically mine and compile the wealth of unstructured customer interactions data hidden in Call Recordings, IVR Logs, and so on.

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Taking Fraud Prevention to the Next Level with Voice Authentication

Posted on December 10, 2019 by David Lover

While voice authentication is now a hot topic, it is not a brand-new concept. Traditionally, voice authentication was used purely as a way to replace a user’s password. It was a very manual process to establish your voice password (today, we’d call that “active enrollment”), and you were limited to very specific ways of using it (typically a challenge-response model).

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Bridge the Gap Between IT and the Business with WAVES

Posted on December 3, 2019 by Mark Wechsler

At ConvergeOne, every collaboration engagement follows the WAVES Methodology. The first step is a Workshop that helps our customers take an “outside-in” view of their environment. In other words, the Workshop allows our customers to first view the expectations from the end user’s point of view (the “outside”) and subsequently consider the technology’s capabilities (the “in”) being provided to meet the end user’s expectations. This outside-in approach works equally well for all user-facing services like customer experience (CX) and unified communications (UC).

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Five Steps to Finding + Keeping the Right Customers

Posted on November 26, 2019 by ConvergeOne

In a previous blog post, we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers.

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