Provide Personalised Customer Experience From The 1st Second

Everyone is convinced that customer experience is very important.  But still, when calling to customer service, it happens too often that you don’t feel welcome…Either you wait too long, or you have to go through too many (IVR) menu options, before talking with an agent.  Or you have to repeat your problem with each transfer […]

Managing virtual contact center teams

Over the years, companies have often centralised their administrative teams in one location. But with traffic congestions and different mindsets of millenials, the trend moves towards virtual teams.  Especially millenials want more freedom in choosing where and when they work. Virtual Contact Center teams Also for contact centers it becomes more important to allow people […]

Create an overflow capacity in your contact center without burning your budget

Whenever required, the Belgian government enables the emergency number 1722 to enable people to report their specific problem.  Related to a recent storm, more than 78000 calls were done to this number.  Officials indicate that all procedures worked extremely well.  Except, most people calling the 1722 emergency number were in queue far too long… Contact […]

Dynamically size your support infrastructure on actual needs

From on-premise to cloud infrastructure for your call center

Implementing off-the-shelve solutions often requires a heavy capital expense and a reasonable amount of operational expenses.  Moving to cloud solutions reduces the capital expenses, but it also often raises the operational costs.  Reason being that the license cost per user is higher as infrastructure and maintenance costs are all included in the monthly fee per user.  […]

Cost and resource optimization in Customer Services with Amazon Connect

Manage cost in contact center with Amazon Connect

With focus on Market leading solutions for CRM and Cloud implementations, we focus on implementing and supporting Salesforce and Amazon Connect.  Being a customer focused company, we want to help you supporting your customer in the most efficient way. For us, efficiency comes in 3 topics: Operational efficiency Cost and resource efficiency Speed to market […]

Data Privacy in a Cloud Contact Center environment

Data Privacy with cloud contact center implementations

Data Privacy and GDPR rules in Europe are hot topics these days. Going for cloud solutions and implementing, for instance, a cloud contact center, puts probably even more focus on getting compliancy with data privacy rules. Many companies publish how they handle GDPR questions, and so does Salesforce on this page. But, your company doesn’t […]

Does a Cloud Contact Center solution fits your budget?

Salesforce CTI budget

An important question to answer when comparing on-premise communication platforms with cloud contact center solutions, may be budget!  And what does it bring to your Salesforce project? Organisation and processes Obviously there’s more than only budget.  Making the comparison between solutions is highly impacted by your organisation’s long-term vision and strategy.  How do you want […]