How Voice Biometrics Keep Your Contact Center Secure
In this day and age, passwords are no longer enough. If you’ve ever watched a spy movie, you’ve seen things like vaults and secret rooms protected by multi-factor authentication such as facial verification, fingerprint recognition, and retinal scanning. It’s usually the madman trying to bring down the world that uses these tools. He’s uber-rich, so […]
Top 5 Questions About E911 Compliance
You’ve likely been hearing a lot about Enhanced 911, or “E911,” lately and may be unsure about some things regarding your organization’s compliance. How can you be absolutely certain your organization is compliant with the laws and mandates? Which laws apply to your situation? What about remote workers? Here are the top five questions we’ve […]
3 Real-World Examples Of Contact Center AI
The customer experience can make or break your business. A positive experience will go a long way toward keeping customers satisfied and loyal. A poor experience, however, can damage your brand beyond repair. (Unsatisfied customers will share their opinions with anyone who will listen!) When a customer reaches out to your organization they expect to […]
E911: Know the Laws and Why You Need to Be Compliant
Kevin Kito is the President and CEO of 911 Secure. Kevin has been in the Enhanced 911 (E911) industry for over 15 years. For businesses, it is crucial to ensure that workers dialing 9-1-1 using their company-wide communication devices can be located in an emergency. However, with the “office” no longer confined to a single […]
Choosing the Right Workforce Optimization Platform for Your Business
Workforce Optimization solutions, when well implemented, support agent efficiency, productivity, and your bottom line. Choosing the right platform for your business can be complex. And understanding the questions to ask along the way, an even more involved process. We’ll dive in below to some of the key benefits of WFO as well as areas to […]
Xcelerate Labs | Time-Based Routing To Adjust Routing By Day And Time
Xcelerate’s Time-Based Routing (TBR) empowers system administrators to quickly build, edit and schedule call routing configurations through an easy-to-use, guided interface. It’s a powerful addition to the Xcelerate feature set that will come in handy in any number of situations. For example, you may want to route interactions to a different agent group during a […]
Evaluate your IVR by asking these 4 questions
Customers develop a perception of your brand based on their experience with your IVR. Your IVR is one of the many faces of your brand and a significant component of your customer experience. However, many companies neglect to keep tabs on how their system is operating. That’s really not surprising. After all, how often do […]
Common Voice and Chat Script Problems – Part 2
In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting tone, simplifying prompt complexity, or rearranging them altogether can transform the entire customer experience. Remember, a good experience positively impacts your brand […]
Common Voice and Chat Script Problems – Part 1
Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple enhancements every company can make to improve performance. What is one of the most effective? Implementing script best practices to your voice and digital channels […]
Engaging with Customers Seamlessly
The world as we have known has definitely changed a lot this year, and with these changes also came new challenges for businesses seeking to engage with their customers across, in many case, new digital channels. We know that leading brands are always looking for ways to improve visibility across communication channels. Many are now […]
3 Ways to Help Your Customers Avoid Contact Center IVR Hell!
We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your storefront or your salespeople. When it doesn’t deliver, and your customers are relegated to shouting at their phones in frustration. Or even worse, hanging up […]
Three Must-haves for AI in the Contact Center
By implementing best practices for conversational AI, you’ll enable your contact center to increase sales, decrease time to resolution, and provide the best customer experiences possible.
