Posts by BC Solutions, LLC
The Real Message about Great Customer Experience with Omnichannel
Empower Your Contact Center Agents with an Omnichannel Desktop In an age where most consumers go to the Web to find what they need, only the tough questions reach your agents. Before customers contact you, they have already tried to resolve their pain point themselves by visiting your company website or other social communities. They…Read More
THE DNA OF COLLECTIONS SUCCESS
Isn’t a Collections Department another form of a Contact Center? Do Customer Service and the Collection Departments have to be silos? The answer is no! Wouldn’t it be helpful if there was visibility to all customer interactions so that favorite channels of communications could be identified and used for channel preference for collections campaigns. The answer is…Read More
Silos are the New Customer Experience Enemies!
Social Media, Mobile, Web and Contact Centers are here to stay! Do your Customer Service Agents utilize the Social Media Channel or is Marketing and Customer Service operating as silos? Is the messaging via Social Media consistent with other Engagement Channels and is there complete visibility of all engagement activities for the creation of actionable…Read More
People come and people go – but what about your business?
Human beings and businesses have a lot in common. They are both subject to encounter change and they have to adapt and evolve to thrive and prosper. But an aging business can stick around a long time after the original people are gone as long as they are staffed with new people and they change with the…Read More
I’ll take an old fashioned – NOT!
A modern customer service organization should be built on modern technology instead of “old fashioned” monolithic hardware. Using an open, standards-based SIP contact center solution, you can drastically reduce architectural complexity and establish a foundation for innovation. Below is a 1950 Admiral TV. It still works but would you want this to be your primary portal to the…Read More
I think he wants to be a Remote Agent!
This is a “Beaglier” and his name is “Duke” but we call him “Duke Man”! We believe he wants to be a Remote Agent! Implementing Remote Agents and Contact Center Multi-Sourcing in the Cloud is very possible and can make business sense! Many companies are moving to multi-sourcing for contact center agents, largely in pursuit of…Read More
Do you want your customers talking to your help desk?
All I really need to show on this blog is one picture and ask one question. I think everybody gets it. But there is obviously some confusion out there so I should provide some level of detail to validate my point. Definitions IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured…Read More
Did You Drink the Snake Oil
Were you the unfortunate victim of making a bad choice for your Cloud CXM/CRM vendor? Maybe many of the underlying components with the desired functionality are V1.0s and aren’t ready for prime-time? Or maybe you got a surprise message; “Sorry but it is going to be six months before we can deliver your order!”. Whether you…Read More
CXO – Customer Experience Optimization – “It’s all about the data!”
Big data and analytics for a holistic customer journey The most common question from any business shopping for enterprise software is – “what about reporting and analytics”? At the end of the day whether you have the latest and greatest Customer Engagement solution or if you are stuck with legacy or siloed customer engagement systems it…Read More
CX Software is not a Commodity, so why “Cheap Out”?
Unfortunate CX Investment Reality There are way too many companies out there today that have forgotten the old adage, ” you get what you pay for”. Investing in Enterprise CX Software is probably one of the most important and strategic business decisions impacting the future of companies today. Unfortunately too many companies are more interested…Read More