CaféX Blog

Read our latest blog posts.

Four Considerations for Enterprises Embedding Communications in Business Applications

By Allan MacGowan | October 2016

Over the last several years, business managers have started to realize the benefits of embedding communications capabilities directly into web pages, mobile apps, contact center applications or even CRM platforms, bringing advanced communications ever closer to the customer.

Topics: customer engagement, webrtc, in-app communication, video, chat, co-browse

Reduce Agent Turnover with Live Coaching and Mentoring

By Allan MacGowan | September 2016

For contact centre agents and supervisors, call monitoring can be more of a stick than a carrot. Being scrutinized continually during customer calls can cause agents to wonder if they are underperforming, leading to stress and burnout. However, in contact centres that use real-time coaching and mentoring services, there are far more proactive and positive associations...

Topics: customer service, customer engagement, customer experience, webrtc, call center, chat, co-browse, supervisor, livecoaching

Tipping the Scales with Co-Browsing

By Bruce Marler | September 2016

If you’ve had the unfortunate experience of needing technical support for a computer problem – and most of us have – you’ve most likely given control of your screen to a remote technician to co-browse your computer screen to get the problem corrected.

Topics: Omnichannel, video chats, customer engagement, webrtc, in-app communication, call center, chat, co-browse

Putting Customer Experience First with Omnichannel Collaboration

By Gethin Liddell | July 2016

I was recently involved in a Digital Leaders Wales Salon and was asked to talk about Collaboration and putting the customer first. We had some very interesting discussions and I learnt a good deal about how organisations should use social media from my fellow speakers Helen Reynolds, Director at Social for the People and Owen Williams, Head of Social Media BBC Wales.

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Topics: Omnichannel, customer service, customer experience, collaboration, call center

The Time Is Now for An ‘Optichannel’ Customer Engagement Strategy

By Sajeel Hussain | June 2016

   Over the past few years, many banks and financial services providers have embraced an ‘omnichannel’ approach to customer engagement. It makes sense. The ability to interact with customers over an ever expanding number of digital touchpoints —phone, web, mobile, chat, email and even video—theoretically should delight customers. More choice translates into greater...

Topics: Omnichannel, customer service, customer engagement, webrtc, contact center, chat

Boosting Agent Performance in Real-Time, Wherever They Are

By Sajeel Hussain | June 2016

It is fascinating to look back at the early days of telecommunications. Apparently, supervisors would lace up a pair of roller skates and glide around the telephone office in order to monitor switchboard operators efficiently. Much has changed since then. In today’s call centers, supervisors can’t just roll up behind an agent and plug a headset into the monitor jack to...

Topics: customer service, webrtc, call center

The Power of Visual Engagement: A Lesson from Data Science

By Allan MacGowan | April 2016

This visual explains why we need to engage visually, whenever possible and appropriate.

 

 

 

 

 

 

 

 

These are sunny days for the business communications industry, with predictions of almost 20% compounded annual growth until 2020, according to a recent study by BCC Research. Trends such as cloud-based services, mobility, and omnichannel are leading the way as...

What WhatsApp's new business model means for C2B

By Gethin Liddell | April 2016

WhatsApp announced a change in their business model earlier this year. They have moved away from a small annual charge and instead are making WhatsApp free to use for all users.

Topics: Omnichannel, webrtc, video collaboration, chat

The HD Video Collaboration Myth

By Kevin Glass | March 2016

There are many myths around video use in collaboration, but the biggest is probably about the need for high-definition (HD) video. Let's frame the use of video (excuse the pun) by listing the main reasons why we use video in collaboration at all.

Topics: video chats, webrtc video conferencing, video collaboration, collaboration, workforce collaborative, video, chat

Anatomy of a Successful Product Launch – a CMO's Perspective

By Sajeel Hussain | March 2016

Wrapping up one of the biggest communication industry events – Enterprise Connect – in Orlando last week, where we launched 3 new products, I thought I’d share with my fellow CMOs and marketing peers our Top 5 lessons learned: