Channel-less customer experience is built on personalization

23 Nov 2020 3 min

The COVID-19 pandemic has wreaked havoc on long-established business models and thrown into disarray organizations’ short and long-term plans. As a new reality has forced a radical shift in customer experience, contact center managers eager to stay competitive must adjust to changing customer needs and expectations, with personalization topping the list.

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3 steps to becoming an agile contact center

16 Nov 2020

4 min

3 steps to becoming an agile contact center

Leading brands understand how vital it is to be proactive, adaptive and flexible. In today’s fast-changing world, this means providing customers with convenient, effective and personalized customer support. For large organizations, implementing an agile contact center does not just resolve customers’ issues but enhances a brand’s reputation and drives growth.

3 ways artificial intelligence enhances customer experience

5 Nov 2020

5 min

3 ways artificial intelligence enhances customer experience

Rewarding customer experience (CX) is much more than a series of brand-customer interactions; ¬it is what customers crave and what successful organizations deliver. In a world of rapidly evolving technology, rising customer expectations and tighter budgets, artificial intelligence (AI) can efficiently enhance customer experience in cost-effective ways. Read on to learn three AI strategies contact center managers should prioritize as the means to improving CX.

Implementing innovative CCaaS solutions requires support from committed CX specialists

6 Oct 2020

2 min

Implementing innovative CCaaS solutions requires support from committed CX specialists

The short-term, transactional nature of the sales representative-client relationship has evolved into an enduring, committed partnership that deepens over many years. Forward-thinking organizations need to provide more than just technology as contact center managers are looking for solutions ideally suited to present needs and future visions, along with trusted, dependable support.

Phygital retail: The contact center has never been more important

20 Sep 2020

5 min

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?

CSAT is the pre-eminent factor in driving call center success

8 Sep 2020

5 min

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.

Customer service vs. Customer experience: bridging expectations and results

24 Aug 2020

3 min

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.

Data, NLP, and sentiment analysis – customer experience gamechangers

27 Jul 2020

5 min

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.

AI-powered data analytics: the present and future of customer experience

20 Jul 2020

3 min

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.

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

7 Jul 2020

3 min

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.

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