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Metrics In An Omnichannel Support Environment

Today's support landscape consists of multiple touch points: Your website, Facebook, Twitter, Chat, Incoming and Outgoing calls, e-mails...and more.  Within a support environment, millenials will want to check Frequently Asked Questions (FAQ) before wanting to Chat with an agent.  While older people still call your support team, without first checking for answers themselves. As channels and way-of-working change, also metrics and reporting changes in your company.

Standard customer service reporting looks at numbers like:

How to decide if a cloud contact center is right for you - part 3

In part 1 we disussed on financial considerations, in part 2 we looked into functional reasons when considering telephony and omni-channel integrations (CTI) with Salesforce.  In this final post, we discuss some technical items that may influence your decision to go (or not) for a Cloud Contact Center solution.

How to decide if a cloud contact center is right for you - part 2

In our previous post, we already discussed some financial reasons to go for a Cloud Contact Center solution or not.  In this post we look deeper to possible functional reasons.

How to decide if a cloud contact center is right for you - part 1

When wanting to integrate incoming and/or outgoing communications with Salesforce, there are different considerations to make.  Going for a Cloud Contact Center solution, or not, may have different reasons. Here are some financial considerations that may influence your decision.

The customer journey consists of different touchpoints and channels

Customers are in constant connection with your company.  The customer journey consists of different touch point and different channels.  And it's your customer that decides which channels are used!  Whether you want to provide better customer experience, or you want to attrackt more younger customers, or for any other reason...it is important to understand the importance of the different touch points. This ensures that you put the right focus on the right channels.

5 Reasons Why Omnichannel Contact Centers Are The Future

Young adults are used to have a multitude of possibilities to get answers to their questions.  Being able to answer customers via different channels becomes more important every day.  An omnichannel strategy is required to ensure that you put the right focus on the right channels.