25 May 2017

LIVE WEBINAR: The Contact Center of the Future: Customer Engagement with Facebook

Written by Christopher Liko, Posted in Webinars

JUNE 14, 2017 - 1PM EST - 60 MINUTES

Once upon a time, a contact center was a call center. Customer service was provided exclusively over the phone and was considered the ideal way to communicate with customers. At some point, the call center became a contact center. Since then, the definition of a call center has expanded to include email, instant messaging, SMS, and, most recently, social media.

Many businesses understand the value of providing customer service through social media channels. However, these same businesses often lack the expertise to effectively leverage social media tools. These tools are isolated from the contact center, lacking a unified vision between marketing and customer service activities. In order to maximize the effectiveness of social media, it needs to be integrated into the omnichannel customer experience provided via the contact center.

We all know that Facebook is the largest social media platform in the world, hosting nearly 2 billion active users, which represents one quarter of the world’s population. Facebook interactions occur by the millions, and many of these interactions slip through the cracks. What if your contact center could monitor thousands of posts, comments and replies? What if your agents could be notified instantly of posts regarding specific keywords or pages? What if you could enable personal conversations with your customers on Facebook without ever leaving the contact center? In this webinar, we are going to discuss the possibilities of using Facebook in the contact center.

11 July 2016

Find out about Contact Center SMS at WPC for a chance to win a Surface Book!

Written by Nicole Robinson, Posted in World Partner Conference 2016, Contact Center, ComputerTalk

Did you know that text messaging is the most widely and frequently used app on smartphones? According to Pew Research Center, 97% of Americans use text messaging at least once a day.

Studies show that giving customers the option to contact organizations through their preferred channels is the best way to improve customer loyalty and brand reputation. With so many people using text messaging, it makes sense to update your contact center tools so that your agents can help your customers via SMS.

With the latest version of ice Contact Center, agents can handle SMS from customers. Incoming SMS messages are delivered to agents through the Skype for Business client and agents can respond to them the same way they would an IM or webchat.  This provides customers another channel in which they can contact your organization while allowing agents to continue answering requests the same way they do today, reducing retraining requirements.

Visit ComputerTalk's booth at WPC (#528) or drop by our WPC bash to learn more about SMS in the contact center. You will automatically be entered for a chance to win a Surface Book.

RSVP NOW

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