We are pleased to present below all posts tagged with 'Call Center'. If you still can't find what you are looking for, try using the search box.
As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology. New solutions that have become available in the last 4-8 years can truly revolutionize how we care for customers.
So here I offer up an open letter to many of the Customer Care Managers that I have met over the years in hopes that it may inspire a few to consider the new options available to them.
Customer Service teams are scrambling to work with IT to implement omni-channel communication strategies. But the challenge is bigger than just technology - it requires a rethinking of the entire customer care role in delivering a state-of-the-art customer experience.
Factoid: The average US worker spends 19% of their time searching for the knowledge that they need to get their jobs done (Harvard Business Review, “Social Media’s Productivity Payoff,” August 2012). In a 1,000 person organization with an average salary of $50,000, that’s $10 million spent on searching for stuff! So how can we put this information easily into the hands of customer service? In the most recent release of Dynamics CRM, Microsoft has put a ton of attention into the features used by call centers and customer care teams.
One of the top drivers of CRM success is integrating it across Sales, Marketing and Customer Care teams. Prior to CRM 2013, few companies chose Microsoft CRM as their customer care solution. Since Microsoft Dynamics CRM 4.0, however, Microsoft has steadily added new functionality to boost the customer service portions of the application. And now, with the rollout of CRM 2016, it is time for organizations to reconsider using the same platform for Customer Care that they also use for Sales and Marketing.
After the article we published yesterday, a number of people have asked what the Microsoft/Salesforce global partnership announcement might mean for Salesforce and Microsoft as companies (rather than as CRM products). Financial details of the deal were undisclosed, so we can only speculate. Here are a few quick thoughts for discussion:
On May 29, 2014, Satya Nadella (CEO of Microsoft) and Marc Benioff (CEO of Salesforce.com) announced a global strategic partnership between the two firms.
As one of the very few organizations certified on both platforms and providing in depth books and digital training on both platforms, C5 Insight is uniquely qualified to comment on this announcement and what it might mean for the customers of both products. So what has the scuttlebutt been around our office and among our clients on the topic?
Predictive dialers have been a staple of outbound call centers for decades. But evolving customers and evolving customer relationship management systems may spell the end of the predictive dialer.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.
Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.