Category Archives: Contact Center

Plantronics releases sample code for headset integration with Amazon Connect

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This week it seems that the whole world is congregating in Las Vegas at Amazon Web Services re:Invent 2017. One area of special interest to Plantronics at re:Invent is Amazon Connect. Amazon Connect, which was released earlier this year, is a cloud-based contact center solution that is based on Amazons own internal contact center technology. Since the … Continue reading Plantronics releases sample code for headset integration with Amazon Connect »

People, Places, & Technology: Developing a Humanized Customer Experience Around the World

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Customer service has seen more change in the last five years than it has in the last 35 years combined. Given higher customer expectations, multiple points of engagement, and the growth of social media, your company’s brand reputation is now under more public scrutiny than ever. People Because of the points mentioned above, it’s your … Continue reading People, Places, & Technology: Developing a Humanized Customer Experience Around the World »

Customer Service, Evolved

Customer preferences have driven a significant change in the role of the contact centre.  A phone call is no longer the first choice to contact an organisation, it is now an escalation when other channels do not work.  So how does this affect a company’s approach to its contact centre?  Let’s split this into three … Continue reading Customer Service, Evolved »

Turn your CSRs into brand ambassadors

Author: Ann-Marie Stagg, Chief Executive of the Call Centre Management Association, United Kingdom For many organizations, customer facing teams are the most important element of the customer experience (CX). The best CX organizations have knowledgeable, engaged advisors who are proud of their brand and who want to deliver a good experience for their customers. Increasingly … Continue reading Turn your CSRs into brand ambassadors »

Differentiating Your Brand Through Your Contact Center

Author: Blake Morgan Originally published on CMSwire.com When you go to your local grocery store do you notice how many kinds of the same products there are? How about the fact that many cars now look the same? This new shopper reality is called commoditization. There isn’t much that differentiates today’s products. The only thing … Continue reading Differentiating Your Brand Through Your Contact Center »

Plantronics Manager Pro Casebook: Three use cases for the new cloud-based headset management software

A Plantronics Manager Pro Casebook Three use cases for the new cloud-based headset management software When it comes to headsets, IT has had a significant challenge. With the responsibility for hundreds, or even thousands, of headsets company-wide, there’s been no easy way for IT departments to know how many or what types of headsets are … Continue reading Plantronics Manager Pro Casebook: Three use cases for the new cloud-based headset management software »