Phygital retail: The contact center has never been more important

20 Sep 2020 5 min

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?

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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.

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.

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