Thursday, May 21, 2015

Call-Center Software Company Genesys in Talks with Potential Buyers – Wall Street Journal

Genesys Telecommunications Laboratories is in talks with potential buyers for a deal that could value the call-center software provider at more than $3.5 billion including debt.

Source: www.wsj.com

Is more consolidation in the wings? #cctr #custserv

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How Governments Can Improve Everyone’s Customer Experience

I spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I’ve already talked about how federal agencies averaged the lowest score in Forrester’s CX Index.

Source: blogs.forrester.com

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Problems your contact centre is likely to face in 2015 – CallCentre.co.uk

While industry experts debate the latest contact centre trend, here are five challenges that your contact centre is likely to face in 2015

Source: www.callcentre.co.uk

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Qualities of the Perfect Customer Service Representative

To provide excellent customer service, hiring customer service representatives should be the primary task. Bear in mind that they should possess the following qualities:

Source: http://ift.tt/1sEVMf0

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Study: Retailers struggling with omnichannel shopping

CFI Group reported that the average shopping experience is no longer either in-store or online; it’s an interwoven process, and shoppers are finding flaws.

Source: http://ift.tt/U3h4pi

Consistency and universal knowledge are challenges for #retailers implementing #omnichannel – #Custserv #custexp #cctr

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Gartner Names Genesys a Leader in 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide

Source: www.marketwatch.com

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Friday, May 15, 2015

Customer Experience | Why You Shouldn’t Hire a Customer Experience Manager

There’s a trend in the workplace: hiring “customer experience managers.” These hires are supposed to help executives think outside the box, identify low-hanging fruit, disrupt the ecosystem, and produce synergy across an organization. While the problems t

Source: www.1to1media.com

Steps you can take today to improve your Customer Experience. #custexp #custserv #callcenter

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