Many of my conversations with customers and partners start by them saying something like: “We want to enable chat on our website.”
My responses to this are always: 1) “OK. Why?” 2) “What problem(s) are you trying to solve or opportunity are you trying to capture?” 3) “And will live web chat alone provide the solution(s)?”
It seems to us here at CafeX that there has been a sudden rise in the number of video conferencing tools being released. It’s a good sign in most ways, as it validates the industry’s recognition that video communications still has room to grow and develop. It also means that customers have a choice, which is always good for innovation.
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 center 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.