The ultimate channel strategy is channel-less

26 Jan 2021 3 min

Personalized channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel interactions into one smooth conversation. Customers expect the same seamless experience with brands as they enjoy in their private lives, and contact center directors’ channel strategies must reflect that reality.

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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.

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.

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