Zoom Contact Center Helps to Elevate CX
What’s Your Customer Experience Maturity? Find Out Now.
What’s Your Customer Experience Maturity? Find Out Now. You’re Providing a Customer Experience – But What Kind? Whether you sell a product, have a chain of stores, run a factory, or offer services, you’re already providing a customer experience (CX). Giving your end users the best possible CX can make all the difference. This […]
Bringing IT All Together
For many years, when people described companies like Packet Fusion as integrators, they were referring to combining hardware from many manufacturers with software from many providers to create superior solutions. Today’s integrators add value by combining cloud services and making them work well together. This provides tremendous latitude when planning more effective user experiences, in […]
Power to the People: The Changing Role of your IT Department
“Sorry, we’ve been busy putting out fires…” Tired of hearing this answer when you inquire about the progress on your latest request of the IT department in your company? You may be a big part of the solution. Enablement You’re an executive, a manager, perhaps a director. A highly competent human being capable of performing […]
SO, HOW’S YOUR DIGITAL TRANSFORMATION GOING?
So, how’s your digital transformation going? If your immediate reaction is that you don’t have a digital transformation underway you may want to reconsider, since every one of your competitors are going digital. You’ve Already Had Many Digital Transformations! There’s a popular misconception that digital transformation is something new. We have been doing business transformation […]
Managing the New Digital Normal
Getting to the cloud has taken on a whole new urgency lately, changing the way traditional businesses operate. Packet Fusion has been busy helping organizations manage the new digital normal, making sure they are able to stay connected and deliver great service to their customers. Here are a few examples: CyberCoders is a permanent […]
The Right Contact Center Solution—Just in Time
At Packet Fusion, we are helping clients see clearly in 2020—and as one of the longest-running lighting distributors in the US, Candela Corporation also helps people see clearly. For three generations, Candela has supplied electrical wholesalers with lights, ballasts and sockets from their headquarters in Irvine, California and their warehouse in Bethlehem, Pennsylvania. Great […]
Great Customer Experiences Begin with your Contact Center
If you have customers you want them to have the best possible experience. One of the biggest key elements in creating incomparable customer experiences is the quality of your customer Contact Center. In many cases it is the Contact Center that has the most interaction with customers and owns the greatest responsibility for creating and […]
AI in the Contact Center: Is it Good for Customer Satisfaction and Retention?
AI in the Contact Center: Is it Good for Customer Satisfaction and Retention? According to Gartner, by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017*. Is that a good thing? Yes…and no. Everyone agrees that improving the customer experience is […]
The 5 Most Important Metrics Every Call Center Should Be Tracking
What can abandon rate tell you about your call center’s staffing levels? Well, quite a lot in fact. Your phone system is brimming with powerful analytics about your call center’s performance—insights that can be directly translated into data-driven decisions that impact the bottom line. These detailed analytics remain primarily untapped by contact center managers. While […]
AI in the Contact Center: Transforming Your Customer Experience
Companies like Uber, Lyft, and Airbnb have done more than transform their respective industries—they’ve completely changed customer experience demands for every business. And meeting these demands is especially important in your contact center. Digital-native companies have jumped at the opportunity to bring personalized experiences to their contact centers. Whether their customers call in, use a […]