Archive for August 2019
What’s on your agent’s desktop?
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…Read More
What is the difference between CRM and CXM?
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…Read More
TBT: Multi-Channel Customer Engagement in the 90’s? We built it ourselves!
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.…Read More
Is this your reality or a trip down memory lane?
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…Read More
Is achieving great CX being limited in your company?
Analogy: Top-of-the-line when originally purchased. No longer supported by the Manufacturer. Your sales rep has retired or is working for another vendor. Replacement parts are rebuilt and have to be bought on eBay. Proprietary hardware parts. It still works great and just sits there and hums away doing a very specific job. Limited capabilities with…Read More