customer-engagement

Top 4 Takeaways from our Latest Google Hangout on the Future of the Call Center

By Daniela Puzzo on March 4, 2014

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Top 4 Takeaways: Google Hangout the Future of the Call Center

Last week, Fonolo hosted a Google Hangout to discuss the future of the call center. This fabulous panel of industry experts shared their comments and stories on four topics: customer experience, the cloud, WebRTC and social media. To save you some time, we’ve extracted video snippets from each topic.

Let’s take a quick look at the panelist introductions: Blair Pleasant Principal Analyst at Commfusion, Dan Miller Senior Analyst & Founder at Opus Research, Keith Dawson Principal Analyst, Customer Interaction at Ovum, and Shai Berger CEO and Co-founder at Fonolo.

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Hangout with Blair Pleasant, Dan Miller, and More Today – 2 PM ET

By Daniela Puzzo on February 27, 2014

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What are some of the highest trending topics in the call center world? Most involve customer experience, the cloud, WebRTC and social media. What better way to get the inside scope on those topics then by watching this highly interactive Google hangout?

The best part is, we’re taking your questions LIVE! You heard me right: Tweet your questions to @fonolo with hashtag #CCTR or simply comment directly on our YouTube channel and we’ll ask your questions to our panel of experts.

Gear up for the fun! Here are four of the topics we’ll be discussing:

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Making the Case for Customer Engagement vs. Customer Experience

By Shai Berger on February 18, 2014

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Making the Case for Customer Engagement vs. Customer Experience

A few weeks ago I wrote about the growing popularity of the term “customer engagement” as the latest attempt to drive alignment between contact centers and business goals (“Goodbye Customer Experience, Hello Customer Engagement”). The core distinction between a “contact center” and a “customer engagement center”, at least according to Gartner, is that the latter has the expanded goal of “delivering the appropriate business rule to determine the next best action, information or process with which to engage the customer.”

Is there really a strong case to be made that this is a meaningful distinction? Or are the analysts guilty of playing semantics. Tune in on Feb 27 to our live Google Hangout where 4 top industry analysts will act as a jury to “try the case”. In the meantime, I have listed 4 “exhibits” below for your own consideration.

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Goodbye Customer Experience, Hello Customer Engagement

By Shai Berger on January 21, 2014

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Goodbye Customer Experience, Hello Customer Engagement Successful companies know that a focus on customer experience is essential to prosperity in the market. A wide range of technologies have emerged over the last few years to help meet the rising demands of today’s consumer, but customer satisfaction scores continue to drop. (See this recent study from Dimension Data, for example.)

Perhaps the answer is to expand the area of focus. Instead of optimizing just the experience of the customer, companies should optimize the customer engagement. Continue reading →

Top 10 Tweeters Talking About the Customer Experience

By Shai Berger on September 17, 2013

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The study of customer experience is a rapidly developing field. More and more companies are realizing that delivering a good customer experience is no longer optional. Rather, it is essential for maintaining a competitive advantage.

But what are the best practices? What studies are the most credible? Unfortunately, the internet is awash in questionable data and flimsy advice about “delighting your customers”. (I’ve started cringing when I hear that phrase.)

One of the best ways to cut through the noise is to find a group professionals in the field and learn from them. Luckily, social media makes that easy. Below is a list of 10 thought leaders in the space of customer experience that we recommend following, if this is an area of interest to you.

We certainly appreciate and value the quality info they crank out and the expertise they share.

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