Each day, without even really thinking about it, every customer service representative (CSR) in your company relies on one essential tool to do their job effectively: a headset. A well-functioning headset enables them to hear and be heard clearly, and present the company they’re representing in a professional, agreeable way. Of course, most CSRs don’t … Continue reading Every CSR in a customer service center uses a headset—and that’s the challenge
Discerning, informed, and connected. With a multitude of choices in the marketplace, multiple buying channels, and instant access to information, today’s customers have never been more empowered, or more demanding. They’ve come to expect the ability to deal with a company on their own terms, very often opting for the convenience of self-service. So, when … Continue reading Today’s CSRs are under pressure to do a lot more for customers. Is your IT department equipped to deliver what they need?
Q&A with Plantronics designers Lead designers Soohyun Ham and Karim Damji answer key questions on how Plantronics created the all-new EncorePro Family. From putting themselves in the customer’s shoes to future gazing, they explain what inspired one of the most advanced contact center headsets available. Where do you find inspiration for your designs? Soohyun: Every process … Continue reading Technology Innovation for the Contact Center Headset
Your customer’s preferences are changing. In the past, their default action would have been to pick up the phone. Now, well they still pick up the phone, but they’re probably using it to get a hold of your automated FAQs. Yet what happens when your IVR can’t address your customer’s issue and your website or … Continue reading Critical Moments of Truth for Customer Service
The 2015 Microsoft Worldwide Partner Conference held in Orlando, Fl, July 12 – 16, 2015, was well orchestrated and relatively well attended, even with all the changes occurring at Microsoft as it begins its new fiscal year. While humid and hot, Orlando was buzzing with lots of content, plenty of parties, and great networking opportunities … Continue reading Microsoft Worldwide Partner Conference (WPC) 2015
Where is the hottest place for your contact center this summer? Should you be looking at cost reductions by setting up in a far-flung climate like The Philippines? Or should you be exploring a solution that provides cost reductions, productivity improvements, and is closer to home – or even at home? Of all the things … Continue reading The hottest place for your contact center