CDC Software announced it has launched CDC Software – Next Generation CTI Telephony to Salesforce Integration on the Salesforce AppExchange, empowering businesses to connect with their customers, partners and employees in entirely new ways. Designed with flexibility and easily configurable updates in mind, agents are provided with relevant information from Salesforce as soon as a call comes through. Continue reading CDC Software Announces Its Next Generation CTI Telephony to Salesforce Integration on the Salesforce AppExchange
Monthly Archives: June 2018
Delivering an exceptional customer experience through people, process and technology – a three point plan
As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service is critical, says Colin Hay at Puzzel. In the first of his ‘people, process and technology’ blog series, he explains more… Continue reading Delivering an exceptional customer experience through people, process and technology – a three point plan
SAS survey: 93 per cent of businesses cannot use analytics to predict individual customers’ needs
Most businesses are at risk of trapping their customers in a cycle of repeated recommendations, according to a new report from analytics leader SAS. Nine in 10 (93 per cent) businesses are unable to use analytics to accurately predict what individual customers will want in future. However, more than half (54 per cent) mistakenly believe they are ‘best-in-class’ or ‘transformational’ when it comes to using customer intelligence to shape their marketing campaigns. Continue reading SAS survey: 93 per cent of businesses cannot use analytics to predict individual customers’ needs
70% of consumers demand more convenient customer service options to support 24/7 lifestyles
Over two-thirds (70%) of UK consumers would like customer service to be more convenient and offer more channels to get in touch with organisations, according to a new report, ‘Customer engagement – the road to 2020’, commissioned by West Unified Communications Services. This shows that contact centres are still behind in offering digital technologies that deliver on their promise of excellent customer engagement from a consumer’s perspective. Continue reading 70% of consumers demand more convenient customer service options to support 24/7 lifestyles
British Icon WH Smith feels the expensive price to pay for poor customer experience
WH Smith published its third quarter earnings after it was voted worst shop on the high street by Which? 5 years in a row for its poor service, high prices and untidy shops. According to Intelenet Global Services in this fast-paced, hypercompetitive retail environment, customers expect a single brand experience across all channels. Continue reading British Icon WH Smith feels the expensive price to pay for poor customer experience
How to create a culture of good governance through QA
Quality assurance (QA) is an essential process within any business, but did you know it’s also the key to creating a culture of good governance? Martin Ellingham, Senior Product Manager for Aptean Respond, explains why… Continue reading How to create a culture of good governance through QA