Supporting an omni-channel customer journey has become more complex than ever because of the global remote and hybrid work revolution. Now, corporate leaders must transform their current operations, plan, and implement new technologies to ensure business resiliency, and deliver an exceptional and consistent experience — one that’s differentiated, digital, and human.
Reinventing the customer experience is a journey best taken with an expert guide — one that has helped thousands of organizations deploy personalized, intuitive cloud-based solutions that exceed customer and employee expectations. Whether your path is maintaining your current system, upgrading legacy systems to a cloud/premise hybrid solution, or migrating fully to the cloud — the results will exceed your business outcome expectations. Our global team of engineers and technicians design consistent, scalable service journeys that deliver uncompromising experiences unique to you.
Is your Customer Experience platform providing you with a competitive advantage? Do you need to refresh the way you look at data and technology in support of the customer experience journey? Take a trip with us on your CX Journey as you boost your current system, make the move to cloud CX, or add enhancements that increase your relevance.
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Technology can transform every facet of your customer experience service journey. A committed partner with a dedicated focus on your brand and culture can optimize it and accelerate your journey to service excellence.
Giving you the right technology to realize the best customer and employee outcomes is based on the recommendations of our engineers with a deep knowledge of the capabilities of multiple premise and cloud contact center platforms.
Sometimes you just need a chat bot or a data integration to a legacy database. Black Box has developers and engineering resources ready to assist on the smallest project, especially when “out-of-the-box” isn’t right for your brand.
To keep customers engaged and loyal to your brand in the ever-expanding digital world, your customer service agents must deliver a holistic experience that stands out consistently across every contact point from start to finish via omnichannel communications. Why is omnichannel superior to its predecessors?
As Customer Experience (CX) becomes the last sustainable competitive advantage, call centers need to be more responsive and effective. See how need to choose the right CX approach for your organization: on-premise, cloud, and hybrid and the advantages and disadvantages of each in this white paper.
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Customer experience is key to exceeding your customers' expectations. Brands have to be accurate, dependable, and provide the service they guaranteed. The opportunity lies in the ability to deliver what you promised and surprise your customer with extra care and support.
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If CX was stressful before the pandemic, it has since gone through the roof. The Great Resignation combined with pandemic-accelerated agent stress means one in three agents are considering leaving their jobs within a year. See the three steps to agent retention in this blog.
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A "Call Center" invokes an image of multiple headset donning cubicle workers performing production line order-taking. Many organizations bristle at this image and mindset, so for these organizations, how can Call Center fundamentals and technology help provide better customer service?
Using CX technology to measure, manage — and boost — customer satisfaction
For many people, the terms, “call center,” “contact center,” or “omnichannel center” conjure up an image of production-line order taking. Indeed, many organizations bristle at the notion that their unique
and complex customer service environment bears any resemblance to a call center.
What if — instead of focusing on the “call center” label — CS professionals zeroed in on function, including asking themselves
if contact center fundamentals and technology can help them provide a better and consistent customer experience.
Check out this white paper to learn more.
The first step in any redefining customer experience journey is to find the right guide. With Black Box as your navigator, we’ll help you find the right path and the right technology partner to create and deliver an omni-channel user experience.
Click on the partner logo to discover additional resources and information.
To improve the customer, end-user, and agent experience, Fonterra consolidated four disparate, premise contact centers into one cloud platform. Omni-channel engagement reduced inbound calls by 29% and overflow calls by 21.8%.
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Miami-Dade Aviation Department needed to modernize its mission-critical service desk, which handles approximately 50,000 calls each year. In the midst of pandemic lockdowns, Black Box accelerated the implementation a cloud-based solution without interrupting airline/airport operations and services while enabling safe, secure remote work.
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Read MoreBlack Box’s global team of solutions architects can help you find the CX that resonates with your customers and energizes your brand. Whether we’re working with you to design agent desktops that handle all inbound channels, assuring digital channels are consistent and easy to use or implementing the right amount of outbound channels and brand awareness that aligns with your core values, Black Box is ready to support and help you grow on your CX journey.
