Approximately 306 billion emails were sent and received every day worldwide in 2020. And, while most consumers use multiple avenues to interact with companies, email is still the most commonly used digital customer service channel. According to a recent Microsoft Dynamics 365 study, 64% of consumers prefer email as a way to interact with companies. …
Optimizing Email Flows to Deliver Superior CX With Solutif Read More »
The ongoing COVID-19 pandemic has impacted the transition of the contact center – from the old system to a cloud-based omnichannel system. The omnichannel contact center provides convenience for contact center companies where all information related to company services can be accessed by customers through various platforms, such as email, social media, telephone, website, mobile …
The Positive Value of The Omnichannel Contact Center During The Pandemic Read More »
In this digital era, companies are always dominated by customer demand for a good customer experience and services that are efficient, easy, profitable, and the process runs smoothly. Let’s take an example in the banking world. In recent years, the consumer banking process has been taken to a new level. Customers want to do their …
Omnichannel Is Revolutionizing the Banking Industry Read More »
The traditional KPIs are customer satisfaction, the average time a customer spends on hold, and how quickly an agent answers the customer’s question or provides a resolution. However, there’s no direct correlation between customer experience and frontline productivity. Before trying to improve customer experience, you need to carefully analyze agent tasks and issues that arise. …
Increase Customer Experience, Personalization and Innovation With Multicloud by Solutif Read More »
Customer needs are complex. But aging on-premises call centers systems limit many contact centers. Most customer experience and IT leaders recognize that extending the life of a patchwork of siloed channels and complex integrations offers only a temporary solution that’s expensive and difficult to maintain. The cloud offers a better option. Cloud-based solutions deliver greater …
3 Key Points in Evaluating Omnichannel Cloud Contact Center Solutions Read More »
In a business, you need a contact center to support your business. Contact centers bring you closer to customers wherever the brand is and whenever they need you. In contact center activities, there are two types of calls, namely incoming calls (inbound calls) and outbound calls (outbound calls). In this article, Solutif will share useful …
Increase Customer Reach With Inbound Solution From Solutif Read More »
In a business, you need a contact center to support your business. Contact centers bring you closer to customers wherever the brand is and whenever they need you. In contact center activities, there are two types of calls, namely incoming calls (inbound calls) and outbound calls (outbound calls). In this article, Solutif will share useful …
Effective Employees Training with Solutif Technology Solutions Read More »
Economic and business magazine, Forbes, again announced the nominations for the 100 most influential female figures in the world in 2020. In commemoration of International Women’s Day 2020 on March 8th 2020, Solutif summarizes the top 5 most influential female figures in the world, only for you. Check it out! The top 5 most influential …
Omnichannel has now mastered the world of contact centers. To be able to create a successful omnichannel customer service strategy is to continue to focus on the main objectives, namely customer satisfaction and customer experience. Often strategies for improving the customer experience combine several technologies but do not create a user-friendly system. Such strategies and …
This Is How Omnichannel Creates a Great Customer Experience Read More »
From 2020 to 2021, the world has been tested by the Covid-19 pandemic. This pandemic has an impact on several aspects, such as economy, business, tourism, education, etc. The existence of a pandemic requires us to work at home and limits the number of employees in the office. The work from home system forces us …
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