20 Sep 2020
Phygital retail: The contact center has never been more important
Business leaders know that phygital retail enables a re-imagination of the customer experience (CX) by providing the best of two worlds - physical and digital. But did you know that the contact center is the key to making this hybrid customer experience work?
8 Sep 2020
CSAT is the pre-eminent factor in driving call center success
In today’s highly competitive world, organizations strive to distinguish their brand through espousing corporate values, developing innovative technology and providing answers to previously thought unsolvable problems. But the real differentiator between thriving and struggling companies is as old as the very concept of business ¬¬– customer satisfaction (CSAT). Contact center directors understand that rethinking the way their contact center operate so the focus is on customer satisfaction is vital to generating growth and enhancing brand reputation.
24 Aug 2020
Customer service vs. Customer experience: bridging expectations and results
Customer service and customer experience are not only buzzwords that blanket advertisements, websites, and offers, but key components of any organization’s growth strategy. But what do they actually mean? Are they the same, and if not, how are they different? Read on to find out more about two of the factors that can nowadays make or break a business.
27 Jul 2020
Data, NLP, and sentiment analysis – customer experience gamechangers
Delivering rewarding customer experience (CX) is not just a nice turn of phrase ¬– it is crucial to organizations’ efforts to attract customers and build loyalty. Combining human expertise with the precision of cutting-edge technology is the way forward, with more companies leveraging data and sentiment analysis to gain a more complete view of their customers. Understanding customers’ needs is the only way to exceed their expectations.
20 Jul 2020
AI-powered data analytics: the present and future of customer experience
Forward-thinking C-suites know how vital data is to understanding a problem and designing a solution. That’s why increasing numbers of CEOs, COOs and CIOs are adopting data-driven approaches to internal operations, marketing, sales, and above all, customer service. Find out how data can help to deliver the ultimate customer experience through personalized, efficient, and convenient customer journeys.
7 Jul 2020
Contact centers post-COVID-19 will change – here’s how
What will be the short and long-term impact of COVID-19 on organizations’ operations? Does this challenging time provide an opportunity for contact center managers to implement needed changes that have been put on the back burner? Find out which three crucial components will shape contact centers moving forward.
4 Jun 2020
Voicebots: Enhancing customer experience with voice-based personal assistants
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?
11 May 2020
Customer experience training drives business, generates profits, and achieves results
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.
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?