02 August 2017

Embedding communications in mobile applications

Written by Christopher Liko, Posted in Contact Center, Unified Communications

Think about how much time you spend on mobile devices through the day. For many people, the answer is “a lot,” but the actual number might be more than you think. One study showed that the average U.S. consumer spends 5 hours per day on mobile devices1. Because of this, the mobile experience is becoming increasingly natural to consumers, with mobile apps dominating their focus. In fact, 92% of users’ time on mobile is spent within apps1. Consumers are so familiar with their mobile devices that switching to another platform feels unnatural- even having to switch to a mobile browser is an unusual experience, as mobile browsers only occupy 8% of mobile activity1.

As consumers use mobile devices more frequently, they expect to be able to do everything on mobile that can be done on desktop devices. While smartphone ownership experiences a massive uptick, desktop/laptop device ownership is beginning to slow2. With this shift, businesses need to be focused on mobile to provide an optimal customer experience. What does it mean to be mobile-focused? The answer is not so simple. Below, we will outline the three stages of mobile integration. The depth of this integration often corresponds with your customers’ adoption of your mobile application.

02 April 2014

Tips for writing an effective survey - a 2 part blog (PART2)

Written by Wayne Godbehere, Posted in Contact Center, Unified Communications, ComputerTalk

Using Post-interaction surveys is an effective way to measure customer satisfaction and gather agent performance metrics. However, it is often difficult to get people to agree to participate and also difficult to get them to complete the whole survey, so it's important that you make it as easy as possible.

Many solutions come with a survey module. Regardless of the solution you've chosen, you need to keep these tips in mind to ensure your survey is effective. This is a 2-part blog: we'll be sharing 5 tips in part one and 6 in part two.

02 April 2014

Tips for writing an effective survey - a 2 part blog (PART1)

Written by Vivian Pow, Posted in Contact Center, Unified Communications, ComputerTalk

Using Post-interaction surveys is an effective way to measure customer satisfaction and gather agent performance metrics. However, it is often difficult to get people to agree to participate and also difficult to get them to complete the whole survey, so it's important that you make it as easy as possible.

Many solutions come with a survey module. Regardless of the solution you've chosen, you need to keep these tips in mind to ensure your survey is effective. This is a 2-part blog: we'll be sharing 5 tips in part one and 6 in part two.

06 January 2013

Importance of Contact Center in Customer Experience

Written by Martin Borowski, Posted in Contact Center

A new report conducted by the Customer Contact Association (CCA) recommends for companies to better align the direction and decisions they make about customer experience between their top executives, marketing team and customer service professionals.

The increasingly complex customer needs require great collaboration between its departments and a better representation of customer service at the executive level in order to deliver a truly customer-centric service strategy. While companies are using multiple channels to engage customers, too often they do so without fully understanding why and how a customer uses a particular channel. It is crucial to ensure customer experience is catered to the channel used. The report states many companies struggle to get the full picture of how and why customers are leveraging particular channels.