Eccentex Blog

What is Case Management Software? Case management is defined as the people, processes and content required to complete a case end-to-end. Every case must have a clear beginning and end. But unlink traditional workflows, cases require more holistic approach to managing...

Becoming a more agile organization Corporations worldwide are constantly being introduced to new requirements that change the way they conduct business with their customers, partners, consumers, and anyone else considered a touchpoint. Change is driven by so many...

As digital tools and technologies continue to evolve, customers are demanding increase efficiency especially when it comes to their time. A customer service solution that provides a full 360-degree end-to-end view of a customer’s journey, saving your agents and...

Email’s growing popularity Social media, self-service, text, and chat customer service channels have seen huge improvements in the last few years. However, email is still one of the most used channels by customers. As your email volumes increase, providing quick and...

A Smart Factory Needs Smart Solutions Software systems that reduce data silos and make information widely available to everyone in the same office are essential in today’s organizations. Intelligent, connected, and adaptable tech has moved beyond the office...

When considering options for enterprise software solutions, the Total Cost of Ownership emerges as a critical factor, especially in today’s rapidly changing business environment.  The concept of Total Cost of Ownership was popularized by business analysts in the 1990s...

In business, we can only improve what we measure. And in the customer service field, metrics can hold vast importance. Customers expect to receive excellent customer service. If they’re unhappy, they’ll take their business elsewhere. Perhaps worse, they’ll post...

The customer service experience should be smooth and painless. Agents need to move through their work efficiently, with as few unnecessary interruptions as possible. Ideally, an agent should be able to solve the problem in front of them quickly and easily. That’s the...

In today’s business world, speed is critical. And getting applications up and running as quickly as possible by deploying a minimum viable product (MVP) provides a definite advantage. To maximize the deployment speed of MVPs, smart startup leaders are leveraging...