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Karl Reed
Technological advances are occurring that allow for full integration between communication systems and workflow tools. These advances will engender significant changes in the way companies do business – internally and with all business partners. Bu... |
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Views: 77 | 1 Comment » | posted on Thursday, May 10th, 2012 | Tags: contact centre, Elingo, Karl Reed, workflow
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Karl Reed
A few years ago most consumers would refer to a call centre – a term which reflected the fact that the majority of brand interactions centred around voice calls. Today, thanks to the surge in digital communication across the world, most of us have ... |
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Views: 171 | No Comments » | posted on Tuesday, April 10th, 2012 | Tags: contact centre, Elingo, Karl Reed
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Karl Reed
Now that the Consumer Protection Act is in effect, companies must have a strong grip on their customer interactions, information flow and document management. When disputes arise with customers, it is up to the company to provide full records of the ... |
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Views: 202 | 1 Comment » | posted on Tuesday, March 20th, 2012 | Tags: Consumer Protection Act, contact centre, Elingo
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Karl Reed
In 2012, it would be shocking indeed to see a communications plan that doesn't feature social media. In the contact centre environment, most brands are rushing to expand their contact channel mix to include social media, such is the pace of adoption ... |
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Views: 349 | 1 Comment » | posted on Thursday, March 8th, 2012 | Tags: contact centre, Elingo, Karl Reed, social media
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Bennie Langenhoven
By its very composite nature, unified communications (UC) application platforms can be modular and exhibit evolutionary growth. Perhaps you're already using a form of it, rudimentary or at least potentially quite advanced. Or maybe you’re not sure... |
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Views: 243 | 2 Comments » | posted on Monday, February 27th, 2012 | Tags: none
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Karl Reed
Exceptional customer service is the holy grail of business. Communication and marketing teams around the world focus on this key element, but despite the focus it receives, exceptional service remains elusive at best, and often highly problematic for... |
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Views: 202 | No Comments » | posted on Thursday, February 16th, 2012 | Tags: contact centre, CRM, Elingo, Karl Reed
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Bennie Langenhoven
Many companies and individuals already use a form of unified communications, whether rudimentary or quite advanced.
Basic dabblers
On the 'basic' end of the scale, solutions take a wide array of forms, often entailing point products. Most smal... |
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Views: 175 | No Comments » | posted on Tuesday, February 14th, 2012 | Tags: none
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Reader Blog
By Wicked Mike
Let's face it: Facebook withholds information so that fact and hype are difficult to differentiate.
With Facebook aiming for a $10-billion initial public offering (IPO) in 2012 that would value the company at $100-billion, and i... |
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Views: 585 | 8 Comments » | posted on Friday, February 3rd, 2012 | Tags: Facebook, Facebook IPO, Google, Mark Zuckerberg
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Karl Reed
The quality of the consumer's contact centre experience defines a significant portion of overall brand value – far more so now than was the case a few years ago. For most brands, the defining contact centre challenge is to move away from a paradigm... |
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Views: 228 | No Comments » | posted on Monday, January 30th, 2012 | Tags: contact centre, Elingo, Karl Reed
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