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CaféX Blog

Contact Center, Customer Service & Collaboration Best Practices

How CaféX Ensures Secure Live Chat & Secure Team Workspaces

By Rob Hill Dec. 14, 2017

When vetting SaaS providers & choosing online collaboration tools, regulatory compliance & information security are key requirements; here's what CaféX is doing to ensure our chat and workspace software is secure...

Collaboration is Key in Canada: 3 Takeaways from SAAS North 2017

By Sandra Thomson Dec. 12, 2017

Collaboration is key in bringing products to market: when customer needs are the focus, teams have common goals, and the workplace is diverse, everybody wins. Here are 3 takeaways for those unable to attend...

The Power of Team Collaboration with Multi-Language Support

By Rohanne Strange Nov. 29, 2017

The national language of any country is a near and dear, true treasure to its people. And, these days, we don’t have to go far to find someone who’s bilingual or even multi-lingual. CaféX is no exception. Throughout our global employee presence, we speak 25 different languages. Yet, with 50% of CaféX employees based in the vibrant city of Cardiff, Wales in the UK, it’s saddening that only a handful of us actually speak our national language.

How Omnichannel Customer Experience Leads to Thanks-giving

By Sandra Thomson Nov. 22, 2017

Thanksgiving is tomorrow in the U.S. followed by the infamous Black Friday sales and, of course, Cyber Monday. Meanwhile, let’s face it: consumer visibility into reviews and ratings combined with the multitude of sellers and buying channels have made it hard for retailers to compete for loyal customers who will repeat business with them and be legitimately thankful...

3 Steps to Calculate ROI for Customer Service AI & Chatbots

By Allan MacGowan Nov. 13, 2017

Artificial intelligence (AI) and chatbot integration are transforming customer service, enabling live support agents to add more value but how is ROI calculated? Here's a 3-step model to redirect customer conversations from higher to lower cost channels...

How Remote Workers Get More Done with Customized Workspaces

By Sandra Thomson Nov. 10, 2017

Working remotely can present team collaboration challenges - especially when software or workspaces aren't right. In fact, the term “workspaces” has traditionally been used to refer to concepts and furnishings for designing office space. However, in the last few years, “workspaces” has increasingly been used to describe a wide variety of team collaboration software. Here's how to get more done when both are done right... 

Customization Can Wake Your Video Conferencing from the Dead

By Rohanne Strange Oct. 30, 2017

Halloween is a great time to decorate, wear a costume, and let your personality (or alter ego) out into the light for a day. It’s also a great opportunity for companies to loosen up the day-to-day business atmosphere, encourage employees to have fun, and boost morale...

The 4 Cs of Change for Proactive Customer Service Delivery

By Brad Edmond Oct. 20, 2017

Customer service agents must be ready to operate in a multi-tasking, omnichannel ecosystem - often utilizing disparate applications - to serve the needs of customers who can be demanding, impatient, and technologically savvy. The complexity and pressures regularly heaped on agents is a strong impetus for changing the approach to agent training and coaching...

Top 5 Call Center Metrics to Improve via Live Agent Coaching

By Sandra Thomson Oct. 19, 2017

Advances in omnichannel capabilities and deeper back-end integrations with CRM platforms and customer data can increase the complexity of an agent’s daily tasks. However, some of these solutions also enable live agent coaching, which can result in quantifiable performance gains, improved stats, and more satisfied customers.

Simplify Life for Call Center Agents; There's an App for That.

By Bruce Marler Oct. 17, 2017

Consumer technology news is always abuzz with big upgrades, bigger feature sets, and the biggest disruptors. However, the opposite is arguably true in the modern enterprise. In fact, completing tasks that require logging into multiple systems means that  62% of employees delay completing tasks...