Contact center

Today we are using all possible channels to provide customer service to our customers. People increasingly demand 24/24 and 7/7. I don’t mind adding to it that people have inflated expectations and sometimes demands that are exaggerated. We live in a society of instant gratification and, to be honest,...
A Corizon poll investigated which communication channels British consumers prefer and those that contact centers offer. The resulting research has revealed demographic preferences for various contact methods. The findings also raise questions about how contact centers are coping with the increased number of contact channels and whether they're able to...
Supportforce - integrated customer service
In the ongoing integration between contact center solutions and CRM in a multi-channel world it was to be expected: cloud pioneer Salesforce.com just launched Supportforce.com. Most analysts were waiting for the announcement which is fully in line with the evolutions in the contact center market where, as mentioned in our...