A Guide to Approaching Customers That Need to Monitor Calls but Do Not Have a Dedicated Call Centre The Informal Call Centre Proposition Often, many businesses do not appreciate that they have an informal contact centre, yet most will agree that more effective customer interactions are essential to their business. Resellers need to demonstrate how…
Read MoreUnderstanding the ‘customer experience’ is increasingly seen as the key to competitive advantage. Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it. Given the many channels through which customers can engage with a business, organisations are building Customer Journey Maps (CJM) to help…
Read MoreBy Tony Martino The recent presentation by Taher Behbehani, the Chief Marketing Officer at The BroadSoft Connections event in Phoenix, Arizona was extremely engaging. He described how behaviours in the world of business are constantly changing and how the use of mobile and messaging apps are transforming business communications. His story of attending a One…
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The ultimate aim of a business is to create a positive customer experience which produces an engaged customer – someone who is likely to make future purchases. For this reason the customer experience is increasingly seen as the key to competitive advantage in every industry. Given the many channels through which customers can engage with…
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The call management applications of today deliver valuable insight into a customer’s experience through detailed real-time call analytics, such as: Unreturned missed call reporting, which should be at the heart of any customer service strategy for improved customer satisfaction and retention. Such reporting has become more sophisticated, even enabling businesses to identify which calls were…
Read More10 ways that a business can improve customer interactions through better use of their phones Inbound and outbound calls can be monitored using call management solutions that not only enable clients to deliver a quantifiable return on any telecoms investment, but are also proven to drive excellence in customer service. In the past such solutions were…
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