An empowered agent workforce that delivers amazing customer experiences makes the
difference when customer loyalty is on the line.
There is a strong link between customer experience, customer loyalty, and business
profitability. That’s why organizations in every industry strive to deliver experiences that
Where is your organization today and how can you lead the digital transformation of
customer experience in a way that truly empowers contact center agents to deliver the kind
of service that will grow revenue and increase word of mouth about your brand?
In this paper, we’ll explore four ways to help you achieve this goal.
If you’re already operating a cloud contact center, you may skip this section and jump
to the Intelligent Cloud Contact Center below. But, if you’re still on-prem and starting to
wonder and envision just what a cloud contact center could do for you, here are some
things to consider.
Today’s consumers are loyal not to organizations, but to the experience they have –
moment by moment – with an organization. That means loyalty is always based on the
Dimension Data reports that 88 percent of companies believe customer experience (CX)
is a competitive differentiator.1
At the forefront of this is customer care.
This paper is designed to help evaluate your current contact center as you consider a
move to the cloud. Our goal, as always, is to enable you to deliver exceptional customer
experiences, and we are here to assist you at every step as you transition to the cloud.
NJ 2-1-1 is a free phone number and online database that connects New Jersey residents quickly and effectively to community resources and emergency information. It is part of a growing national model that provides 190 million Americans in all 50 states.
Six out of ten contact centers projected to have a cloud-based contact center deployed by the end of 2013. Why? Ultimately, because it will help them be more responsive to their customers, without the prohibitive costs of carrying enough premise-based technology to cover demand spikes.
In this concise analysis of two recent contact center executive surveys, Aberdeen Group analysts discuss how cloud-based infrastructure enables contact centers to excel in key activities including center activity reporting, agent performance feedback and more.
Published By: Conversica
Published Date: Nov 10, 2015
In “Best Practices for Sales Development: Turning Leads into Opportunities,” Conversica and Five9, a cloud contact center software firm, share real-world metrics, strategies and resources for businesses ready to evolve to the next stage.
In this report, we’ll examine the strategy of migrating from premises- to cloud-based contact center software solutions—why it makes sense for some organizations, what to consider, and how a few real-world migration efforts have fared.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW