Driven by the explosion in communication options and widespread customer acceptance of new digital self-service channels, the era of the traditional call center has well and truly passed. The call center is no longer the first port of call for consumers who want fast answers to simple questions.
Today's customers are increasingly using Web, social and mobile channels as their first contact point with businesses. Virtual agent technology provider IntelliResponse offers seven tips to help customer service leaders in the contact center, not just to avert death but to become a vital part of the multi-channel customer experience.
Without IT's involvement, automation of the sales process is impossible, and without IT's ongoing support, expecting change to stick across the organization is unrealistic. ... More >>
Enterprise-grade CPQ systems allow users to provide faster, error-free quotes and proposals that align with customer expectations, reducing the average sales time and maximizing sales efficiency. ... More >>
Gamification can play an integral role in helping organizations make the most of their CRM investments, through better training and widespread adoption. ... More >>