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USA Jul 7, 2021 | By LarryE
AI-Enabled Agent Assessment

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. How do you make sure?

UK Jul 2, 2021 | By Helen Billingham
Getting ready for clearing customer service with the cloud
USA Jun 24, 2021 | By LarryE
Video – See What You’ve Been Hearing

Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.

USA Jun 11, 2021 | By LarryE
AI – Delivers The Benefits of a Complete Picture

Insightful, accurate, and comprehensive CX insights will drive greater loyalty, lower churn rates and increase revenues,

UK Jun 11, 2021 | By Helen Billingham
Meeting customer needs at the moment of truth
UK Jun 4, 2021 | By Helen Billingham
Building a contact centre culture for hybrid success

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.

USA May 28, 2021 | By LarryE
First-Party Data is Generated by your Contact Center

Adding first-party data to your CRM, the information can be effectively utilized by all areas enabling personalized communications.

USA May 7, 2021 | By LarryE
Customer Centricity Drives Process and Technology Optimization

Everything is now relative... the customer experience offered by all the other companies is resetting the bar… higher and higher on a daily basis.

UK Apr 16, 2021 | By Helen Billingham
4 tips for successfully reducing high contact volumes and increasing customer satisfaction
USA Apr 13, 2021 | By LarryE
CCaaS – The Bridge to Digital Customer Engagement
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