With our focus on Contact Centers and all the technologies used to optimize them, one of the common questions Avtex gets relates to which system should be the system of record for incoming interactions. This is usually meant to delineate whether it is the CRM application or the ACD skills based routing...
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Category Archives: CRM
Concierge Service driven by Customer Experience Optimization
Have you ever used the hotel concierge to help you do something exciting in a city you’re unfamiliar with? I’ve had them be the primary contributor to some very memorable experiences. It’s not an easy job to know your city and people well enough to deliver a great experience regularly...
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What’s on channel? Part 4
Continuing the theme of discussing channels outside of the main stream interactions of voice, email, web chat, SMS and social media I would like to present its use with managing remote service personnel. Yes there are software solutions that are designed for dispatch, inventory as well as building or facility...
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What’s on channel? Part 3
Since the beginning of commerce products have been sold in a showroom floor then customers take delivery of their purchase at a designated product pickup area or facility. Historically this has been especially true for big ticket items. Following the rise of the online shopper “Big Box” stores are trying...
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DR or BC…that is the question
There are a lot of buzz words flying around in every company, some of the most common these days are Disaster Recovery or Business Continuity. These terms are often used to mean the same thing, but in my opinion they are very different. Most companies we meet with are looking...
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