When you think about good customer service, the mind more than likely goes to the hospitality industry. Oftentimes, that free upgrade to first class on a flight or a complimentary drink for an excessive wait at a restaurant can make all the difference between a shining recommendation or a scathing condemnation of your business. However, with the recent rise of eCommerce and multiple touch-point interaction, the concept of customer service has evolved into a greater beast, one that requires a skosh more attention than just offering free stuff in a crunch.
Putting your marketing efforts out into the world is a lot like casting a fishing line out to the sea—it takes time, patience, and a whole lot of effort, but when you come up with a big catch, it all seems to be worth it in the end.
Topics: Marketing Analytics
If you have heard about Amazon Connect's new cloud-based contact center and are ready to dive in, one of the best ways to deliver effective business value is with rich speech analytics. To get started, you can check out VoiceBase’s Solution Space page which was recently launched for Amazon Connect integrations.
“We are a pattern that changes slowly, but has stability and continuity, even though the stuff constituting the pattern changes quickly.”
Just this past year, one of the three major credit bureaus, Equifax, endured a security breach that put nearly half the country’s personal and financial information in jeopardy. The fiasco has cost the company millions in legal fees and something that no dollar amount can ever replace: their reputation.
Picture this: you’re talking out loud to a friend about your impulsive desire to go to the animal shelter and adopt a dog. Later, you open up Facebook to find that your feed has been inundated with advertisements for dog shelters, dog toys, and dog food.
Times are changing... data is for everyone
Our businesses and organizations are becoming increasingly complicated environments with each passing year. Inevitably, as you grow, you’re going to find yourself creating new departments, starting special project groups, and hiring more people all along the way.
Topics: Call Center Analytics
Amazon Connect For Cloud Contact Centers
You’ve heard it many times before: the market for cloud contact centers is growing at an astounding rate. Some say that it could grow to become a $15 billion market by the end of 2021.
In a big data world, there’s a lot going on. Enterprises in particular are struggling to optimize and leverage all of the data they collect and monitor. In fact, 58% of businesses use eight channels to communicate with their customers, according to an Aberdeen study.