Category Archives: Contact Center

Redefining Customer Experience in the Digital Age

I hear it all the time when talking to partners, colleagues, and customers. In our always-on connected world, the marketplace for retaining and attracting consumers is fiercely competitive. Competitive prices and premium products are no longer sufficient enough to maintain customers. According to a recent in-depth Frost & Sullivan survey, 80% of customers base their choice of provider on Customer Experience (CX). It has become … Continue reading Redefining Customer Experience in the Digital Age »

Nectar UC Diagnostics Works with Plantronics Manager Pro SaaS Offering to Improve UC Experience

Nectar UC Diagnostics

Today, I’m happy to let you know that Plantronics and Nectar are introducing the industry’s first ear-to-ear (e2e) unified communications (UC) diagnostics solution, extending call visibility past the desktop. Nectar UC Diagnostics troubleshoots network issues contributing to poor UC experiences and along with the actionable insights from Plantronics Manager Pro software-as-a-service (SaaS), can be used to improve your customers’ UC experience. Nectar and Plantronics are … Continue reading Nectar UC Diagnostics Works with Plantronics Manager Pro SaaS Offering to Improve UC Experience »

Plantronics releases sample code for headset integration with Amazon Connect

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 launch, Plantronics have been actively listening to and garnering feedback … Continue reading Plantronics releases sample code for headset integration with Amazon Connect »

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

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 most valuable employees who answer the calls that come in … 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 areas – people (culture, management and recruitment), spaces (physical locations … 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 advisors want to be aligned with the company’s purpose rather … Continue reading Turn your CSRs into brand ambassadors »