Contact Center: Show your customers that they matter by using a smart Quality Management solution!

18 Feb 2020 5 min

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.

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Contact Center: Enhance the customer and agent experience with outbound calls.

13 Feb 2020

5 min

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.

Improve both customer and agent experience with a smart Workforce Management solution

28 Jan 2020

5 min

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!

Why a self-service strategy is a crucial part of your CX success

21 Jan 2020

5 min

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.

Are phones a thing of the past for contact centers?

14 Jan 2020

3 min

Are phones a thing of the past for contact centers?

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.

Personalization of customer relations in an omnichannel era: a major challenge for companies

20 Dec 2019

5 min

Personalization of customer relations in an omnichannel era: a major challenge for companies

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.

How 5G will revolutionize the customer experience

12 Dec 2019

5 min

How 5G will revolutionize the customer experience

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.

Instant messaging: a good opportunity to improve your customer relationship strategy

3 Dec 2019

3 min

Instant messaging: a good opportunity to improve your customer relationship strategy

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.

Symmetry of attention: How should you design your agent console?

29 Nov 2019

5 min

Symmetry of attention: How should you design your agent console?

To maximize client satisfaction, your agent’s primary work tool should be designed in line with the principle of symmetry of attention. The right UX design of a contact center agent console is the result of design reviews that involve business actors and a good design system.

Symmetry of attention: Why rethink your agent console?

26 Nov 2019

5 min

Symmetry of attention: Why rethink your agent console?

To maximize customer satisfaction, you should start by making sure that your contact center agents are happy to work there. This principle is called symmetry of attention. It is recommended to apply it to the design of your agent console, the primary work tool of your advisors.

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