image description



How Omnichannel Customer Experience Leads to Thanks-giving

By Sandra Thomson 十一月 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 十一月 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 十一月 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 十月 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 十月 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 十月 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 十月 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 十月 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 十月 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 十月 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...