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The 4 Cs of Change for Proactive Customer Service Delivery

By Brad Edmond 10月 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 10月 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 10月 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...

Microsoft’s Secret for Omnichannel Engagement via Dynamics 365

By Sajeel Hussain 10月 12, 2017

Microsoft's CEO envisions digital transformation empowering businesses & employees to "achieve more." Here's how CafeX's omnichannel solution for Dynamics 365 will support the 4 pillars of Satya Nadella's 2017 plan: delivering business outcomes, engaging customers, optimizing operations, and transforming products...

What's the Best Reason to Go Omnichannel? Customer Demand.

By Lisa Craig 10月 11, 2017

By putting the customer first, the returns & rewards will follow. Learn why & how leading customer service organizations provide omnichannel customer engagement via Microsoft Dynamics 365 with CaféX Live Assist software...

Top 3 Requirements of e-Learning Software for Your Team

By Sandra Thomson 10月 11, 2017

More than 40% of Fortune 500 companies use some form of technology to train their employees. Before choosing an e-learning platform for training employees, consider team collaboration software that provides a workspace and free live video chat... 

Is Your Customer Service Honky-Tonk or Does It Rock-and-Roll?

By Brad Edmond 10月 10, 2017

Today's best customer service experiences are delivered by organizations that have adopted omnichannel engagement. Here's how CaféX is rocking the 10th Annual D365UG / CRMUG in Nashville, TN...

To Bot or Not to Bot? That’s the Customer Service Question.

By Nick Delacamp 10月 5, 2017

As enterprises increasingly automate contact centers with chatbots, the question is: what's the balance between proactive customer service & human interactions? In the least, it’s certainly a question for many contact center managers as they seek to compete and differentiate on customer experience...

CRN Names CaféX EVP Sajeel Hussain as Top Midmarket Tech Executive

By Dan Solito 9月 28, 2017

Success in business is realized when the combination of right product and right people converge at the right time. This is especially the case in the competitive marketplace for software and solutions that address customer service, online communications and team collaboration needs. Fortunately, we have Sajeel helping drive our growth...

Microsoft Envisions Humans, Service and Bots as One @ Ignite

By Brad Edmond 9月 27, 2017

The announcements at Microsoft Ignite 2017 are head-spinning yet refreshingly human amidst all the hype surrounding AI. Here's how Microsoft Dynamics 365 CRM will become the data hub for proactive customer service and better human interactions both inside and outside of your org...