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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Deliver Cohesive Business Results in your Contact Center

Deliver Cohesive Business Results in your Contact Center

November 25, 2019 / By Marketing / Under

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one infrastructure built from a number of niche solutions, so that multiple products and channels can be brought into a single design in the cloud.  

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Optimizing Your Contact Center Performance

Optimizing Your Contact Center Performance

October 16, 2019 / By Marketing / Under

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution.  Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions.

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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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How to Achieve the Ultimate User Experience

How to Achieve the Ultimate User Experience

September 06, 2019 / By Marketing / Under

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the...

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Calculating the Business Value of Migrating to the Cloud

Calculating the Business Value of Migrating to the Cloud

August 28, 2019 / By Marketing / Under

When it comes to a cloud migration, it's important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization's bottom line must be quantified for the benefits to the company to be obvious.

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3 Tips to Help Your Cloud Migration Take Flight

3 Tips to Help Your Cloud Migration Take Flight

August 14, 2019 / By Cynthia Stryker / Under

Cloud technology is undoubtedly one of the leading enablers of business and IT efficiency. And as with any major shift in process or technology, the migration process can be complex.

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Transforming the Contact Center Experience With AI

Transforming the Contact Center Experience With AI

July 12, 2019 / By Marketing / Under

Contact centers of all sizes are challenged from many different angles today.  Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving...

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