Customer service trends can make or break your business. In 2015, 75 percent of companies recognized customer service as a competitive differentiator, an increase of 18 percent in two years, according to an annual Dimension Data benchmarking report. Customers give service even more weight, with 97 of customers saying that service is a key factor in whether they decide to go with or abandon a company. For companies, this means that delivering superior customer service can give you an edge over competitors. Here are four customer service trends that competitive companies are following in order to get ahead of their rivals. Continue reading
Making the switch over from a traditional model to a cloud system can benefit your business—helping to reduce company costs and increase sales conversions. But how exactly can a cloud contact center impact your business? 62 percent of 169 organizations surveyed were using cloud based call centers as of 2013, according to DMG Consulting. Here’s a roundup of the benefits and things to look out for when you make the switch.
The Scoop on Cloud Call Centers
A traditional call center entails computers running necessary software, local IT support, on-site servers and other hardware working efficiently to keep the center up and running. When a call center exists in the cloud, a company is logging in to use all of the necessary systems to run their business. Much like logging into an email or streaming your video library directly from Amazon, a cloud call center system can be used from any location. Continue reading
Image via Flickr by George Thomas
As we push further into the 21st century, the internet has continued to adapt to fulfill the needs of its demanding user base. Web 2.0 brought forth many changes to the medium such as social media, crowdsourcing and richer user experiences that many of us take for granted. As the infrastructure grew, so did the need for a more flexible data environment.
Enter the cloud. At this point, the general public has been thoroughly educated on its uses and benefits thanks to its seamless integration with mobile devices and digital platforms. However, while consumers are enjoying cloud-enabled apps like Spotify and Google Apps, it’s the businesses that have truly been reaping the benefits. According to IBM, companies that adopt competitive cloud technologies are doubling in revenue growth when compared to others that are behind the curve. Now passed its infancy stage; the future is bright for the cloud. Here’s what we can expect from cloud technology in 2014 and beyond. Continue reading