Archive for August 2019

How many applications do your agents use for call handling? Is there a window for CRM, order entry, email, chat, knowledge searches, homegrown applications, reports, folders for forms and many others? Is your CRM operating in a silo? How many copies and pastes do your agents have to perform to take care of the customer? What about training…

What is the difference between CRM and CXM? Can your CRM vendor do everything that a CXM vendor can do? Probably not but they will tell you they can! But how much customization, time and money will it take? And will it require 3rd party add-ons? Customer relationship management (CRM) refers to the practices, strategies and technologies that companies…

I am proud to have been part of an innovative company in the 90’s. SkyTel was probably one of the first companies to provide their customers with real multi-channel customer engagement including email, text messaging, fax, IVR and of course voice. And the agents had access to all this information on their desktop via a screen pop.…

Is your executive level Customer Service management team having issues justifying the replacement of your old customer engagement technology? Hopefully your business is not in this situation because the technology below would put your business in dire straits! As we all know older hardware based telephony technology is little more than plumbing with routing to queues…