Caller Elected Callback in Your Contact Center

Caller Elected Callback in Your Contact Center

January 29, 2020 / By Donna Penwell / Under

Empower your callers with an option to receive a call back rather than wait on hold until an agent is free to talk to them.  75% of customers now choose to leave their phone number and receive a return call rather than wait on hold.  The result?  Customers are much happier finishing up their business and the morale of the Contact Center agents is much better since they don’t have to deal with...

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Contact Center Self Service and the Customer Experience

Contact Center Self Service and the Customer Experience

January 16, 2020 / By Donna Penwell / Under

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business.  AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.

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Supply Relevant, Personalized Information with Outbound Notifications

Supply Relevant, Personalized Information with Outbound Notifications

December 19, 2019 / By Donna Penwell / Under

Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they want and need. Businesses are realizing the benefits, both in terms of increased customer loyalty and actual cost savings.

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Proactive Change - Good for the User Experience

Proactive Change - Good for the User Experience

October 31, 2019 / By Donna Penwell / Under

Remaining complacent during this time of disruptive change in customer experience is not the best way to sustain your business’s success and vitality.  Out of date back office systems and processes need to be dealt with proactively, responding to the increasingly demanding consumer who expect a fast and easy user experience.

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Consider Digital Transformation in Your Contact Center

Consider Digital Transformation in Your Contact Center

September 23, 2019 / By Donna Penwell / Under

As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact the perception of the company to...

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The Smart and Modern Contact Center

The Smart and Modern Contact Center

June 27, 2019 / By Donna Penwell / Under

There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that...

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Modernize your contact center—move to the cloud

Modernize your contact center—move to the cloud

March 07, 2019 / By Donna Penwell / Under

What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue....

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How The Callback Option Can Improve Your Contact Center Performance

How The Callback Option Can Improve Your Contact Center Performance

July 13, 2018 / By Donna Penwell / Under

Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones.  A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors.  However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue - and have to wait and...

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Great Customer Experience - No Magic Wand Necessary

Great Customer Experience - No Magic Wand Necessary

January 11, 2018 / By Donna Penwell / Under

As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person!  Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest...

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Trust and Artificial Intelligence

Trust and Artificial Intelligence

October 30, 2017 / By Donna Penwell / Under

Despite the fact that Artificial Intelligence (AI) has become a household term over the last few years, studies show that there is still a widespread sense of trepidation around the topic. According to a report published by Forbes last month, when consumers were given a list of popular AI services, 41.5% could not give an example of AI that they could trust. Significantly, in verticals that...

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