Tagged 'contact center'

Supporting eCommerce with Effective Communication

Posted by Jason Elkins on October 30th, 2012 at 2:59 am

On the EWA blog we’ve recently been talking about eCommerce websites and the role contact centres can play in supporting website activities and delivering better customer experiences. The growth of eCommerce has revolutionised the way in which businesses compete, instead of being reliant upon the shop front, even the smallest businesses now have the opportunity to compete with big brands as long as their prices are attractive. Despite this, it’s not all about price.
With Forrester Research predicting online retail sales to be worth $250 billion by 2014 it is undeniable that the internet is a hugely significant marketplace. But with many shoppers reporting problems when visiting retail websites, and 97% of shoppers reporting they have abandoned baskets in the past, the challenges for e-tailers is to minimise abandonment, maximise conversions whilst ensuring positive customer experiences.
This can be achieved using methods such as:

Live assistance to help customers through the purchasing process using either web chat or social media platforms. This can help to reduce abandonment and help improve the customer experience.
Cart recovery techniques that chase up abandoned baskets using contact details to encourage the customer to return and complete the purchase. This could vary from an SMS or email enquiry into... Read more

Hybrid Contact Centers: The Cloud Will Set You Free

Posted by Jim Milton on January 27th, 2012 at 8:47 am

“Rip and replace” is a term that is all too familiar to the manager that is responsible for upgrading and modernizing their company’s infrastructure. Contact center infrastructure vendors have worked hard to convince these decision makers that there is no time like the present to move to a “unified communications” on-premises solution that encompasses all of the critical components of the modern contact center. An integrated solution will improve productivity, reduce costs and help take you to the “promised land”. Sound familiar?
What these same vendors don’t want you to know is that, once you make this move, you are now locked into their proprietary environment — although they will claim that it is open — for another 5 to 10 years. New features aren’t free or actually even new, they are paid for and not leading edge so, essentially, you have sub-optimized functionality at the component level in order to have an integrated solution. The whole might be greater than the sum of the parts but the parts are not best of breed. Also, implementation time, or time to value, for these deployments is measured in months, if not years. Wait until you receive the annual maintenance bill – often... Read more