3 Tools Your Agents Need to Make Working from Home Successful

3 Tools Your Agents Need to Make Working from Home Successful

September 24, 2020 / By Joey Kime / Under

For some, the switch to work-from-home sounded like an opportunity to make some serious routine upgrades—who didn’t mind trading the office’s K-cups for some whipped coffee? Commutes went from 20 minutes to 20 seconds, and athleisure became the new business casual. But as days turned into weeks and weeks turned into months, screen fatigue had set in and people began longing for a normal...

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Implementing AI to Address a Global Pandemic

Implementing AI to Address a Global Pandemic

August 06, 2020 / By Cynthia Stryker / Under

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers' most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live...

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How Automation is Preparing Contact Centers for What’s Ahead

How Automation is Preparing Contact Centers for What’s Ahead

May 14, 2020 / By Cynthia Stryker / Under

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest the time to understand not only what their customers need today but what they will need tomorrow, to communicate with them, and to take a proactive approach to their changing market will achieve...

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Contact Center Dilemma - Self-Service or Agent?

Contact Center Dilemma - Self-Service or Agent?

August 29, 2017 / By Donna Penwell / Under

Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items - or just grumble. The personal agent-to-customer contact seemed important - until it wasn’t. The frustration of waiting for an agent, the aggravation of being transferred from one department to another, and the annoyance of having to re-tell your...

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