Posts Tagged ‘customer engagement’

When to Shake: Handshake Use Cases (Part 1)

We continue to emphasize that connectors need to be as variable as search use cases, that the biggest benefit to handshake is its flexibility. But what are those use cases? And how does Handshake achieve those goals more quickly and completely? In this series of posts, we’ll describe the most common search use cases we’ve […]

Day 3 Update: Internal Hackathon Focused on Creating COVID-19 Response Solutions

On Monday, our Customer Engagement Solutions team kicked off an internal Hackathon focused on creating COVID-19 response solutions using the Amazon Connect and Twilio Flex cloud contact center platforms. Yesterday, we checked in on each team’s progress. The five teams are close to wrapping up their work so they can demo their solutions tomorrow and […]

Developers Working In Their Office.

Day 2 Update: Internal Hackathon Focused on Creating COVID-19 Response Solutions

Yesterday, our Customer Engagement Solutions team started an internal Hackathon focused on creating COVID-19 response solutions. The challenge aims to address the current pandemic by building solutions on Amazon Connect and Twilio Flex—both cloud contact center platforms. Solutions range from handling businesses’ increasingly high call volumes during the crisis to integrating customer care with telehealth […]

Amazon-Connect-Interview-Perficient

Perficient Launches Internal Hackathon Focused on Creating COVID-19 Response Solutions

This week, Perficient’s Customer Engagement Solutions team launched an internal Hackathon focused on creating COVID-19 response solutions. After seeing the immense pressure the COVID-19 pandemic has placed on healthcare systems, essential retail infrastructure, and on many organizations’ customer service operations, our team wanted to work on something that would meaningfully contribute to the crisis. Hackathon […]

Headset Headphones And Telephone In Call Center

Rapid Solutions for Contact Center Challenges in Response to COVID-19

Organizations are encountering unplanned challenges as the COVID-19 pandemic, also known as Coronavirus, continues to spread across the world. The current situation has presented a range of challenges across several industries, especially in terms of customer interactions. Here are some common challenges we have seen during crisis situations. Significant increase in sustained call volume and […]

Measuring

8 KPIs to Drive Your Digital Marketing Strategy in 2019

As more and more companies are going digital, the challenges of designing an effective digital strategy and measuring its success have also become more complex. The digital landscape is rapidly changing, so having a powerful digital strategy in place is of paramount importance for businesses. One of the most effective ways to accomplish this task […]

Six Trends Moving the Needle in Customer Care: Omnichannel

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #5: Omnichannel Experiences Amplify Customer Loyalty The thought of calling customer service might be off-putting. Regardless of […]

How (and How Not) to Engage Your B2B Customers

The work is far from over once you have someone on your site. Now is the time to provide a seamless ordering experience that keeps them coming back. Can they configure products online? How easily can they get a quote? Is the content you’re serving up helping them when they need it while moving them […]

#AdobeChat Recap: Modern Authenticity

True authenticity is hard to find in today’s society. Reality tv, fake news (what would we do without Snopes.com?), and Photoshopped advertisements are everywhere. This lack of authenticity often causes people to be skeptical of almost everything they hear and read. Consumers are especially cautious when determining if a brand is genuine in its messaging. In this week’s […]

Online Furniture Retailers, Don’t Miss the Micro-Moments

Anybody with a smartphone in their pocket has probably experienced a micro-moment. In fact, you’ve probably already experienced a few today and you may not have even noticed. According to Google, “Micro-moments occur when people reflexively turn to a device—increasingly a smartphone—to act on a need to learn something, do something, discover something, watch something, or […]

Customer Experience (CX) Dimension #7: Culture

The seventh (and final!) of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Culture. Even though it comes at the end, numerically, if you look at the diagram, it leads right back into strategy and the rest of the dimensions. That’s because it’s culture that actually keeps the CX wheel […]

Customer Experience (CX) Dimension #3: Design Process

The third of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Design Process. Once you have your customer insights (first dimension) and your strategy (second dimension), the next step is to tackle design. Remember that, in life sciences, “customer” means many things (e.g., patient, physician, clinical site, clinical subject, research […]

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