With Speech Analytics, transform your contact center into more than just a cost center!

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.

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!

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.

The role of phones in the contact center is changing thanks to the rise of artificial intelligence (AI) and virtual reality (VR), but does this mean that they are slowly fading as a method of communication? Let’s explore the importance of thinking like your customers to give them the support they need, when they need it, with or without phones.

Customizing customer relations is no longer optional. In a digital world, where conversations with brands begin on one channel, continue on a second, and end on a third, it is a necessity. Are you wondering how to remove the hurdles to personalization and create customer journeys optimized with context data? The answer is in this post.

The arrival of 5G, planned for June 2020 in France, represents an unprecedented technological shift. Companies only have a few months to prepare 5G service offers adapted to their sector of activity. In this blog, we explain why 5G will revolutionize the customer experience through enhanced and collaborative video.

To create customer paths that are truly multi-channel, brands must be present on all the channels their customers use on a daily basis. Instant messaging, which is increasingly popular in the private sphere, is among these. In a highly connected world, it allows companies, that adopt it as a complementary channel, to enhance both customer and agent experience.