Category Archives: Contact Center

Critical Moments of Truth for Customer Service

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 social channels aren’t sophisticated enough to provide a resolution? Your … Continue reading Critical Moments of Truth for Customer Service »

Microsoft Worldwide Partner Conference (WPC) 2015

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 all around. As this is a partner event, Microsoft was … Continue reading Microsoft Worldwide Partner Conference (WPC) 2015 »

The hottest place for your contact center

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 you really need for your contact center to work productively, … Continue reading The hottest place for your contact center »

Cisco Live 2015: Let’s Build Tomorrow, Today

Cisco Live US 2015 was an extravaganza this year, its 30th year!  Even before the welcome reception, I attended two powerful events:  The Cisco Solution Partner Forum and the Cisco Empowered Women’s Network.  At the Solution Partner Forum, Cisco channel executives and product management team shared important information about the programs, marketing and product portfolios for solutions partners.  As Plantronics is a Solution Partner for … Continue reading Cisco Live 2015: Let’s Build Tomorrow, Today »

Why isn’t video taking off in the contact centre?

I was asked a question today whilst delivering a webinar.  Why isn’t video taking off in the contact centre?  Many organisations are trying to personalize their customer experience, to create a better connection with customers.  Video is proven to be an engaging content type for marketing, and many companies are also using video as part of their self service approach.  So why not real time video? … Continue reading Why isn’t video taking off in the contact centre? »

Navigate the future of customer service

In The Age of The Customer, Delivering Good Customer Experiences Is The Key To Success There is an increasing amount of information about the importance of customer service. But what are the points to focus on to deliver an enhanced customer experience Forrester Research looked at the top customer service for 2015, we’ve highlighted some of the key takeaways here and added a few thoughts … Continue reading Navigate the future of customer service »