Despite the growing focus on Customer Experience, many organisations still fall short with their complaints handling procedures. Sarah Simon, Senior Director, CX Consulting at Confirmit discusses the unique potential that the call centre holds to turn customer dissatisfaction into positive, long term engagement. Continue reading Can we calm customer rage for good in 2019?
Daily Archives: September 26, 2018
Introducing Salesforce Customer 360 — Unify the Customer Experience on the World’s #1 CRM Platform
Salesforce, the global leader in CRM announced Salesforce Customer 360, a new way for companies to connect Salesforce apps and deliver unified cross-channel customer experiences. Core to Salesforce’s vision for the Customer Success Platform, Customer 360 will help companies move beyond an app- or department-specific view of each customer by making it easier to create a single, holistic customer profile to inform every interaction. Continue reading Introducing Salesforce Customer 360 — Unify the Customer Experience on the World’s #1 CRM Platform
Forrester Research has named NICE inContact CXone a leader for Cloud Contact Centres
NICE inContact, a NICE business announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been named a leader for Cloud Contact Centers by Forrester Research. CXone received the highest possible score in the market presence category and is top ranked in the current offering category. Continue reading Forrester Research has named NICE inContact CXone a leader for Cloud Contact Centres
Syndeo Unveils “Arcanine Release” Delivering Artificial Intelligence for Customer Engagement
Syndeo, an innovative technology company on a mission to revolutionise the world of customer service announced their “Arcanine Release”. Continue reading Syndeo Unveils “Arcanine Release” Delivering Artificial Intelligence for Customer Engagement
NICE inContact Announces Support for Routing Omnichannel Interactions Natively in Salesforce Live Agent
NICE inContact, a NICE business announced NICE inContact CXone support for intelligent routing of omnichannel customer interactions natively in Salesforce Live Agent and delivery of enhanced workforce optimization (WFO) within the Salesforce user interface. Continue reading NICE inContact Announces Support for Routing Omnichannel Interactions Natively in Salesforce Live Agent
Communications Chaos in the Workplace as Workers Increasingly Turn to Unsanctioned Comms Platforms
Organisations must listen to users’ concerns around corporate-approved communications platforms or risk their employees using unsanctioned tools, according to a new report from Maintel. Continue reading Communications Chaos in the Workplace as Workers Increasingly Turn to Unsanctioned Comms Platforms