When looking to improve your business’ relationships with customers, it is important to evaluate your customer service practices. Knowing and understanding what a customer views as great customer service is crucial to bettering your business’ direct interactions with customers. Great customer care involves getting to know your customers so well that you can anticipate their… Read more →
How to Personalize the Customer Experience
If you ask anyone about their best customer experiences, they typically include an instance where their preferences were retained or needs were anticipated – a florist that reminded them of an upcoming anniversary or birthday, a restaurant that remembered a favorite meal, or a coffee shop that had their order memorized. Any experience where customers’… Read more →
A 20 Year Mission – CRM and CTI Integration
Since the days of CSTA, GED-188, TSAPI, and SS7 Computer Telephony Integration (CTI) has been a complicated and risky venture. Companies like GeoTel, Genesys, Lucent, IBM, and HP made millions of dollars consulting with customers looking to realize the benefits of “screen pop” and softphone controls. Projects were expensive and very time consuming, and solutions… Read more →
