28 Apr 2020
Maintaining productivity, security, and customer satisfaction even while switching to remote work
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?
21 Apr 2020
Phone channel customization and automation lies at the heart of customer journeys
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.
6 Apr 2020
Build your story with your customers as you engage with them in conversation
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.
10 Mar 2020
With Speech Analytics, transform your contact center into more than just a cost center!
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.
25 Feb 2020
How to think like your customers in finance CX
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.
18 Feb 2020
Contact Center: Show your customers that they matter by using a smart Quality Management solution!
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.
13 Feb 2020
Contact Center: Enhance the customer and agent experience with outbound calls.
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.
28 Jan 2020
Improve both customer and agent experience with a smart Workforce Management solution
Far surpassing the cost of telephone, technology, and real estate investments, human resources usually account for more than 50% of a contact center's expenses. With cost reduction in mind, implementing a smart Workforce Management solution (WFM) is an excellent investment. However, this tool offers numerous other benefits!
21 Jan 2020
Why a self-service strategy is a crucial part of your CX success
More and more people want to find resolutions to their queries without talking to a business at all. As a result, customer experience (CX) solutions must evolve to provide the right support at the right times. This puts great emphasis on offering a fantastic self-service solution that is available around the clock.