The Zylinc user networking group has done it again! This time the group met at Munkebo Kro on the island of Funen in central Denmark. In addition to presentations from Zylinc, attendees saw external speaker Brian Vang deliver a vivid presentation about customer service and communication. Did you know, for example, that nearly 80% of…
We jump-start 2020 with a video series about the principles behind the different ways that you can use Zylinc solutions to route incoming calls and other inquiries from queues in contact centers to agents, who’ll help the inquirers. It’s a must-view series if you’re involved in planning and optimizing workflows in customer service centers, call…
86% of buyers are willing to pay more for a great customer experience. Complaints can be your shortcut to reaching them. “Customer experience is your customers’ perception of how your company treats them. These perceptions affect their behaviors, and build memories and feelings to drive their loyalty. In other words – if they like you…
The woman behind Zylinc’s popular user training, where users can get familiar with their Zylinc solutions in the safe comfort of their own work environment, is Joan Bosø. I asked Joan to explain why Zylinc calls their user training “adoption,” why she’s such a sought-after trainer, and what else characterizes Zylinc’s user training courses. Joan,…
Once, unified communications reminded me of a wet bar of soap: Just when you think that you’ve got a good grasp of it, it slips out of your grip … Every time I thought that I’d fully understood the concept of unified communications, a new aspect of it seemed to appear. That’s flexibility for you.…
In late August, the Zylinc user networking group met for a beautiful, warm, and sunny day of knowledge sharing and inspiration at Hotel Frederiksminde in the eastern part of Denmark. The many attendees from 15 different organizations, including banks, local government authorities, trade unions, and manufacturing companies, discussed numerous aspects of the main topic of…
Several Zylinc clients (Zylinc Attendant Console, Contact Center, and Service Center) work with the popular Busylight UC Alpha and UC Omega from Kuando. Do you work as a customer service center agent, and do you have a Busylight? In that case, you can have your Busylight automatically reflect your agent status: Green: Idle (that is…
When you work with customer service center statistics, have you ever thought about how much you trust the average numbers? For example, the average answer times for a queue? Averages, you see, are not always very representative of what goes on in your actual interactions with the customers. That’s why, when you view an average…
Does the pig get fatter because you weigh it? Will rats go away because you count their tails? Always ask yourself those questions when you deal with KPIs in customer service centers. When I was a child, I often spent summers at my grandparents’. They were country people; they lived in a thatched farmhouse, they…
When you want to integrate your contact center solution with a CRM system, a helpdesk ticket system, your organization’s proprietary systems, etc., you need a contact center solution that really can integrate. Integration between the various systems in a contact center means much more efficient customer service, when agents are able to do everything related…