Transformation is Upon Us

Transformation is Upon Us

April 01, 2019 / By Kimberley Drobny / Under

Transformation is defined as "a marked change in form, nature, or appearance; a process by which one figure, expression or function is converted into another."  Businesses are realizing that their approach to customer service and customer engagement needs to be transformed - and in some cases even overhauled - in order to come close to meeting customer expectations.

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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. Could...

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Keeping your contact center safe with PCI secure payment

Keeping your contact center safe with PCI secure payment

February 19, 2019 / By Marketing / Under

Contact center administrators have two masters to answer to when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are rightly nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a secure environment for processing, storing, and transmitting credit card information face severe and lasting...

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Some Pointers You Can Use to Enhance the Customer Experience

Some Pointers You Can Use to Enhance the Customer Experience

January 04, 2019 / By Marketing / Under

Serving customers across numerous channels in contact centers with innovative solutions are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during seasonal surges. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to leverage...

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Creating a Dynamic Contact Center Experience With AI

Creating a Dynamic Contact Center Experience With AI

Keeping a call-center running smoothly can be challenging for even the largest enterprises. 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...

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Modernizing the CX in Your Contact Center

Modernizing the CX in Your Contact Center

September 28, 2018 / By Marketing / Under

If you have not updated the way that you do business in your Contact Center recently, then you likely are not providing a modern customer experience.   Ensuring that you are delivering an experience that your customers need is critical to future growth and satisfaction.

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6 Positive Features of Chatbots in Contact Centers

6 Positive Features of Chatbots in Contact Centers

August 31, 2018 / By Marketing / Under

Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots.  While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such...

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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 wait...

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Increase ROI in Your Contact Center with Artificial Intelligence

Increase ROI in Your Contact Center with Artificial Intelligence

June 20, 2018 / By Marketing / Under

Contact centers must streamline operations in order to remain competitive in the modern business landscape. Artificial intelligence has the ability to do this 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 artificial intelligence is used in the...

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Understanding the True Value of Omni-Channel Customer Engagement

Understanding the True Value of Omni-Channel Customer Engagement

Does your organization currently have a multi-channel customer engagement strategy? How about an omni-channel strategy?  Whether you do or don’t, it is important that you understand the difference between the two. Before you can adopt best practices, you have to understand what you're working with, as well as what you're working toward. Multi-channel and omni-channel customer engagement help you...

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