As the Bob Dylan song “The Times They Are A-Changing” hums in the background, I can’t help but think how true that statement rings for the contact center & CRM domain. It was last October when Jujhar Singh, Corporate VP of Microsoft’s R&D organization for Dynamics CRM, announced the strategic partnership between Microsoft and CaféX to change how businesses engage customers online.
CaféX is redefining contact center operations and customer engagement!
Digital technology is fast transforming the contact center industry. In 2017, predictions spanning from artificial intelligence to cloud have been made concerning technologies that will dominate customer experience success. For businesses looking to level up their game, here are three fundamental customer engagement strategies that must not be missed.
It’s nearly a year since we showed Chime at Enterprise Connect 2016 and won best in show for the second time. As development has progressed we’ve learnt a lot and faced down (and beaten) some huge technical challenges. Of course, at the same time we’ve been out on the road showing customers what it can do and getting those installs running.
2016 has been an exciting year for CafeX and our customers. We accelerated our pace of innovation with the launch of Chime, Supervisor Assist, Live Assist for Dynamics 365, as well as Kickstart and Live Assist Short Code. We also forged new partnerships across geographies as part of our go-to-market expansion. And the success of our growing customer base continues to be our top priority.
Over the last several years, business managers have started to realize the benefits of embedding communications capabilities directly into web pages, mobile apps, contact center applications or even CRM platforms, bringing advanced communications ever closer to the customer.
For contact centre agents and supervisors, call monitoring can be more of a stick than a carrot. Being scrutinized continually during customer calls can cause agents to wonder if they are underperforming, leading to stress and burnout. However, in contact centres that use real-time coaching and mentoring services, there are far more proactive and positive associations for agents and management alike.
If you’ve had the unfortunate experience of needing technical support for a computer problem – and most of us have – you’ve most likely given control of your screen to a remote technician to co-browse your computer screen to get the problem corrected.
I was recently involved in a Digital Leaders Wales Salon and was asked to talk about Collaboration and putting the customer first.
Over the past few years, many banks and financial services providers have embraced an ‘omnichannel’ approach to customer engagement. It makes sense. The ability to interact with customers over an ever expanding number of digital touchpoints —phone, web, mobile, chat, email and even video—theoretically should delight customers. More choice translates into greater satisfaction, right?