Finding Customer Experience is Key in Deloitte Contact Center Survey

Posted by Jackie Mullen on November 30, 2017

In a previous blog post, we sought to assuage the worries of business leaders feeling landlocked over their continued use of landlines. Though there has never been more choice when it comes to business technology, landlines remain a practical and cost-effective solution for many organizations. In fact, business leaders today even have the option to integrate many of the latest technologies within their existing landline infrastructure. This may be the optimal balance for many businesses today, based on the results of Deloitte’s 2017 Global Contact Center survey.

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Topics: CX, customer happiness, call centers

Start Building to Communicate Better Using Zang APIs and CPaaS

Posted by Alex Mackie on August 18, 2017

As you are probably aware, many consumers these days prefer not to get on the phone with a business, and email open rates typically hover around just 30%. When a business lacks the ability to communicate efficiently with their consumers, it can turn into disgruntled customers and poor online reviews that can severely impact the bottom line. That’s why businesses are turning to Zang.

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Topics: cPaaS, app development, customer happiness

The CMO’s Emerging Role, Part 4: Building Value for the Organization

Posted by Mo Nezarati on June 7, 2017

As we’ve touched on in Part 1, Part 2 and Part 3, as chief marketing officer (CMO), your role has become more aligned with that of the chief information officer (CIO) and the CEO. To be successful in your position, you must take on an IT perspective in order to respond effectively to the digital transformation of the market. As the primary customer liaison and voice for your brand, you must also meet CEO mandates for top-line growth and revenue generation.

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Topics: Communication Apps, customer happiness, CMO

The CMO’s Emerging Role, Part 3: Leveraging New Skills

Posted by Mo Nezarati on May 18, 2017

As your company’s chief marketing officer (CMO), how are you fitting into the IT space and the organization as a whole? The heightened role of CMO in today’s customer-focused enterprise requires that you contribute more fully to IT decision making and CEO mandates for business growth, as we explained in Part 1 and Part 2 of this series on the CMO’s emerging role.

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Topics: Communication Apps, customer happiness, CMO

The Top Six Benefits of Cloud-Based Call Centers

Posted by Lee Ho on May 5, 2017

As consumers around the world continue to expect instantaneous, seamless communication with the brands they love, the brands they love will need to do what they can to keep up. And for many, that means switching from premise-based call center solutions to those that are on the cloud. In fact, some believe 2017 will be the year of the cloud-based communications provider, and there’s no time like the present to make the switch. From better ROI to higher agent efficiency, here are the six main benefits of cloud-based call centers.

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Topics: customer happiness, technology ROI, call centers