Calculating the Business Value of Migrating to the Cloud
When it comes to a cloud migration, it’s important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization’s bottom line must be quantified for the benefits to the company to be obvious. Here are some helpful thoughts to consider when justifying the costs of a cloud migration. […]
Transforming the Contact Center Experience With AI
Contact centers of all sizes are challenged from many different angles today. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving […]
The Smart and Modern Contact Center
There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. […]
Digital Collaboration and Content Sharing in Your Contact Center
Imagine discussing an issue with a Contact Center agent and instead of trying to verbally describe what’s happening in excruciating detail, you are able to share screens and easily see the solution together. Real-time collaboration and content sharing application tools are now available so that agents can work collaboratively with customers over multiple devices to […]
Breakthrough AI engine automates strategic planning!
Remember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the proliferation of software tools today, it’s no surprise that we tend to look for the “easy” solution to the tough problems. Increasingly, I’ve seen organization […]
Proactive Outbound Notifications in your Contact Center
Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating an outbound notification solution into your contact center can create a more dynamic user experience for your customers. We see […]
Transformation is Upon Us
Transformation is defined as, “a marked change in form, nature, or appearance; a process by which one figure, expression or function is converted into another.” Businesses are realizing that their approach to customer service and customer engagement needs to be transformed – and in some cases even overhauled – in order to come close to […]
Modernize your contact center—move to the cloud
What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is […]
Keep your contact center safe with PCI secure payment
Contact center administrators have two masters to answer to when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are rightly nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a secure environment for processing, storing, and transmitting credit card information face […]
Some Pointers You Can Use to Enhance the Customer Experience
Serving customers across numerous channels in contact centers with innovative solutions are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during seasonal surges. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is […]
Creating a Dynamic Contact Center Experience With AI
Keeping a call-center running smoothly can be challenging for even the largest enterprises. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward […]
Modernizing the CX in Your Contact Center
If you have not updated the way that you do business in your Contact Center recently, then you likely are not providing a modern customer experience. Ensuring that you are delivering an experience that your customers need is critical to future growth and satisfaction. What exactly is a modern experience? All of this talk about […]
