Understanding as much about a complaint as early as possible can really help to ensure an appropriate response.

RPA can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to...

What you need to know to not fall victim.

Empower agents to provide insightful, proactive service by unlocking the power of customer data.

 

Gone are the days when customers were satisfied with a single channel to reach your contact center.

Without someone focused on optimizing knowledge, it can quickly grow stale and ineffective in meeting agent needs.

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Contact center data is not actionable in its raw form. It takes the right data aggregation, analytics and reporting tools to turn it into meaningful business intelligence.

Audio technology purchases for confidential environments, such as those in the financial services industry, are not a simple decision and can’t be treated as a mere add-on to a network.

It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.

Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

The new generation of workers have grown up using cell phones from an early age. So why not communicate with agents how they prefer?

Today’s customer experiences cannot be viewed as a series of disparate, disconnected interactions; they must be viewed as part of a continuous, wholly integrated journey.

Customer happiness and engagement are amongst the most significant drivers behind the image, culture and success of an organization.