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

7 Jul 2020 3 min

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.

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les centres de contacts post-COVID-19

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Voicebots: Enhancing customer experience with voice-based personal assistants

4 Jun 2020

2 min

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?

Customer experience training drives business, generates profits, and achieves results

11 May 2020

5 min

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.

Maintaining productivity, security, and customer satisfaction even while switching to remote work

28 Apr 2020

5 min

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?

Phone channel customization and automation lies at the heart of customer journeys

21 Apr 2020

3 min

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.

Build your story with your customers as you engage with them in conversation

6 Apr 2020

3 min

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.

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

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.

How to think like your customers in finance CX

25 Feb 2020

3 min

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.

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

18 Feb 2020

5 min

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.

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.

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