What is a customer experience platform for customer service?
A customer experience platform unites all customer contact channels in one central environment for seamless customer service experience.
How do you handle sensitive conversations in customer service?
De-escalate emotional customers with proven conversation techniques. Learn to actively listen, show empathy and build trust in difficult customer situations.
How do you choose a customer service platform for a large organization?
Discover essential criteria for customer service platforms: scalability, integrations and ROI evaluation for large organizations.
What customer service solutions do Dutch data centers have?
Dutch data centers combine 24/7 monitoring, intelligent routing and proactive communications for optimal customer service without exponential costs.
What are the AVG requirements for VoIP telephony?
VoIP telephony processes personal data such as call metadata and recordings, so strict AVG requirements apply. Organizations must ensure data storage within the EU, justify retention periods, apply encryption and enter into processor agreements. This article covers what personal data VoIP systems collect, where call data should be stored, how long recordings can be kept, and what security measures are necessary. You’ll also learn how to be AVG-compliant in practice with disclosure requirements, DPIAs, and caller privacy rights.
How do you integrate VoIP with your contact center software?
VoIP integration with contact center software connects modern Internet telephony with customer contact platforms in one seamless system. This link eliminates switching between screens, improves first-call resolution through intelligent routing, and provides uniform reporting across all channels. Organizations with substantial contact volume realize significant efficiency gains as employees have all customer information readily available. Discover the technical operation, concrete benefits, implementation challenges and selection criteria for an integrated solution that suits your organization.
How do you link VoIP to CRM for better customer contact?
A VoIP-CRM link connects telephony directly to your customer database, allowing employees to see complete customer information during every call. This integration eliminates system changes and automatically records all interactions. Learn about the benefits of screen pops, click-to-dial and intelligent routing, the implementation challenges you face, and how to choose the right solution. From technical compatibility to change management, learn how to bring telephony and customer data together for faster processing and higher customer satisfaction.
AI as a catalyst for growth does not start with AI, but with your foundation
“AI magnifies what’s already there. If your foundations are weak, AI accelerates your downfall.”With that sentence, Serge Poppes of Pegamento set the tone in the Customer Service Federation podcast, hosted by Omid Holterman. Together with Arne van Weenen (customer experience strategist and Customer Experience Manager at a.s.r.), he explored a question that concerns many organizations: […]
How do you prepare your team for VoIP telephony?
The move to VoIP telephony succeeds or fails with team preparation. Employees work with cloud-based software, new workflows and expanded functionalities that are fundamentally different from traditional telephony. Effective hands-on training, role-based sessions and phased rollout through pilot groups minimize resistance and disruption. Proactively address reliability and complexity concerns through transparent communication and visible support. Early stakeholder engagement and sufficient preparation time determine the difference between frustration and successful adoption that improves your customer contact.
3 tips for optimal customer contact within your customer service
The way we contact each other has changed dramatically because of the pandemic. So has how organizations interact with their customers. Research by Gartner (2020) shows that the pandemic has increased consumer interest in contacting customer service digitally, it is expected that by 2023 60% of contact moments with service teams will be digital. According […]