Contact centers post-COVID-19 will change – here’s how

Vocal identity has always been an axis of differentiation for brands across different media: radio, television, interactive voice server (IVR), etc. But today, audio media is undergoing profound changes due to the rapid increase in voice research, the development of podcasts and the advent of voicebots. Indeed, talking is faster than typing and allows people to carry out activities simultaneously. This craze for spoken communication can be explained, in part, by users' need for personalization and instantaneous results. But how can brands benefit from it?

Providing employees with the best omnichannel tools is useless if customer experience (CX) training and education do not accompany implementation. Given the profound changes occurring in modern workforces and the constant advancements in technology, investing in omnichannel training is not only advisable to organizations, but vital.

Current circumstances have forced many contact centers to switch their agents to remote work as part of their business continuity plans. It is legitimate for companies to question the consequences of this transition. Is it easy to implement? What are the security-related risks? Can your customer service really be fully supported by agents and supervisors working from home?

Customizing customer relationships is no longer optional. In a digital world where conversations with brands start on one channel, move to a second and end on a third, it is a must. Curious about intelligently combining customization and automation on phone channels within customer journeys? Read on to find out.

It's not easy for brands to meet customers' rising expectations. What’s the best way to offer them a rewarding experience and a consistent customer journey? By leveraging a Contact Center as a Service (CCaaS) solution that allows brands to shift their focus from channels towards a seamless integration of all customer interactions within a single conversation.

How to improve the customer experience in a context of budget cuts? In this blog, we will explain why using a Speech Analytics solution can deliver significant benefits to contact centers.

The finance industry is more competitive than ever before because customers have and indeed want more choices than ever before. Traditional banks should adapt to the digital transition by thinking like their customers or risk being left behind.

To ensure optimal customer satisfaction, organizations should start by making sure their contact center agents are as efficient as possible. A well-designed Quality Management solution can improve the performance of your agents by not only pinpointing their weaknesses but also by helping them improve through (self-)assessment processes and individual coaching. It will also assist in swiftly identifying the reasons for customers' dissatisfaction.

There is nothing like being proactive to help brands grow and strengthen the relationship with their customers. Properly leveraged, outbound calls can be a fantastic tool helping contact centers to be proactive. However, there are several types of outbound calls and not all of them serve the same purpose. In this blog, we will explain how to take advantage of outbound calls to enhance the customer experience.