Creating a Culture for Digital Transformation

In 2019, running a successful organization involves running a digital business to keep up with your competitors and provide quality customer services and experience. Creating a culture for digital transformation allows your company to grow and develop a culture of creating convenience for customers through innovative problem-solving techniques. This requires a work environment that not…

Bots in Communication

The word of the moment in Technology is Bots or maybe Artificial Intelligence. If you are not necessarily in the industry you might get confused about what it is all about.  Bots are defined as software applications that are programmed to do certain tasks (Cloudflare). Usually these tasks include monotonous and automated tasks. A very…

New Integration with Market-Leading CRM Solution

For years ScopServ Integrated Services have partnered with Counterpath Corporation to offer leading communication services. CounterPath Corporation (NASDAQ: CPAH) (TSX: PATH), is a global provider of award-winning Unified Communications solutions for enterprises and solution providers, announced last week that Customer Relationship Management (CRM) integrations have been successfully developed by 3rd parties to keep pace with…

Customer journey – Why is it so important

In an ever-changing world with never ending customer expectations, every business will need to deliver unwavered customer experience. One of the many ways to do this is by implementing a unified platform to help your organisation deliver a consistent and personalised customer experience. This usually starts by mapping out a detailed customer journey that makes…

Boosting Agent Morale

The call center industry is one of the top recorded when it comes to high employee turn over rates. Usually this is because in less involved call centers, the target workforce is young, recent school levers who are still finding themselves in the workspace. Other reasons for the high turn-over rates can be a result…

Customer Service Vs Customer Experience (CX)

Both topics are of paramount importance in the Contact Center environment. Everyone in the industry seems to be talking of Customer Experience and paying less attention to Customer Service. Each area touches on different things that when put together, you offer your customer the best solution and increase retention. The Customer Journey has different stages…