Top 5 reasons to move to a cloud contact center solution when using Salesforce

Salesforce integration with Cloud Contact Center solution

Companies that implement Salesforce, and want to implement an efficient omnichannel strategy, may have difficulties to reach the expected efficiency when using their legacy telephony platform.  Integrating a local PABX with Salesforce (in the cloud) may create some particular challenges. For instance, in a multilanguage environment, you want to start announcements immediately in the correct […]

Salesforce Winter 17 release – Service Cloud enhancements

Salesforce Winter 17 Service Cloud

As more companies implement Salesforce Service Cloud, also more companies want to implement an omnichannel support strategy, or they want to make Computer Telephony Integration (CTI) to ensure that their customer service agents may do their job effeciently. Also in Winter 17 release, Salesforce makes some significant updates in this area.

Functionalities between Communication platform & Salesforce in Omnichannel Support

Salesforce omnichannel approach

When companies want to implement an omnichannel strategy in their service center, an important question is which functionality belongs in which application. Next to the voice channel, Communication platforms typically may also manage e-mail, chat, Facebook or Twitter.  But also Salesforce‘s omnichannel and social studio have functionalities to manage the same channels. What is the […]

Why hiding your calling number provides bad customer experience

Why hiding your calling number provides bad customer experience

Companies want to provide good customer experience. But, when calling prospects or customers they hide their calling number. This is devostating the effectiveness of the campaign, and it provides bad customer experience. Like all of us, I regularly get calls from companies that want to sell a new product, to change electricity or gas provider…Today […]

Managing omnichannel support objectives with Salesforce

Are these your customers waiting in queue?

Implementing self-service functionalities via your website allows your organisation to deflect a number of questions from your support agents.  But when customers want to communicate with one of your support people, it is important to have solutions in place to bring the question to the right agent – to have an omnichannel support strategy. Omnichannel […]

How do you harmonize customer experience over multiple sites?

How do you harmonize customer experience over multiple sites?

Harmonization of processes in a company that has multiple sites is not always easy.  People in different sites may treat customers differently or start to implement different processes compared to those that were agreed at the beginning.  When a homegrown company expands, it is not always easy to have everyone on the same path.  When […]

When flexibility matters…for your employees AND your customers…and you: the business owner

When flexibility matters…for your employees AND your customers…and you: the business owner

As customer you probably have experienced already frustrating times waiting in queue until an agent answers your call, going through multiple IVR (Interactive Voice Response) levels, and hearing multiple messages announcing that you’re 4th…3rd…2nd…in line…if not only it said that ‘all agents are busy’… As employee – being the call center agent – you are […]

It takes 12 positive experiences to make up for 1 unresolved negative experience

It takes 12 positive experience to hide 1 bad customer experience

In today’s connected world, customers expect to get a correct answer to their question as soon as possible, and via their own favorite communication channel.  Customer experience becomes more important by the day, so no doubt that your organization must ensure to provide the same feedback across all channels that you support. Certainly Y-generation peoples […]

Get prepared for omnichannel support to guarantee continued and highest customer satisfaction

Get prepared for omnichannel support to guarantee continued and highest customer satisfaction

Days have passed when support was only provided via telephone or by sending letters in case of complaints.  These days, people use all possible channels to get the information that they need, or to express their feelings about your brand or company. Many companies start following what’s being said on Facebook and Twitter about their […]