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Contact Center Solutions Week in Review: Samsung, Dialoga, Aspect & More

January 14, 2017

Welcome back to the week in review, where we take a look at all the top stories making headlines in Contact Center Solutions this week.

Contact center solutions are all about improving the customer experience, and the news this week strongly reflects that goal. To start off the week, Samsung announced that it is starting a new campaign to improve customer service in India. The new nationwide television and digital campaign is called “Wherever You Are, We’ll Take Care of You.” The mission reflects the title well; Samsung wants to take customer service to the doorsteps of users in more than 6,000 subdistricts across 29 states and seven Union territories. You can read more about this proactive campaign HERE.

Meanwhile, Dialoga is working to improve processes for all contact centers through the use of WebRTC. One of the biggest problems contact center agents run into is keeping up with all the different channels customers can contact them on. Steve Anderson describes how WebRTC makes dealing with these channels easier by writing, “With Dialoga Group's new WebRTC platform, contact centers get access to a slew of features designed to allow for unconventional connections, ranging from voice and video to instant messaging and even file transfers, thanks to the data channel that comes with many WebRTC applications.” Anderson has everything you need to know HERE.

Speaking of agents, they’re going to be a lot more likely to put their best foot forward if they’re happy. As TMC’s Tracey E. Schelmetic points out, most companies focus on customer experience and give no thought to agent experience. Unhappy agents are more likely to be rude or short with customers, which ultimately results in a bad customer experience. Tracey suggests stopping this cycle by solving the problem at the source; businesses need to focus on creating happy agents. That’s where the Aspect contact center solution can come into play. Tracey writes, “Agents can now proactively take better control of their working days with an easy-to-use smartphone app that empowers them to self-manage their schedules remotely from smartphones and tablet devices. Agents without smartphones can use the Virtual Schedule Attendant, an IVR application that allows them to easily manage their schedules remotely.” Find out more about making your agents mobile HERE.

Finally, the week rounded out with some suggestions from CES 2017. Everything is becoming connected, which means that contact center agents need to make sure they are on top of their omni-channel approach. Now that customers have the ability to shop anytime, anywhere, they need to be able to reach an agent at any point during their journey. Tracey’s insights on how to handle the omni-channel customer experience are HERE.

That’s all for this week. Come back next week to read all the latest news in the contact center space.

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