6 Positive Features of Chatbots in Contact Centers
Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots. While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – […]
How The Callback Option Can Improve Your Contact Center Performance
Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. However, all that effort goes to waste when customers feel upset and frustrated when they call into your […]
Increase ROI in Your Contact Center with Artificial Intelligence
Contact centers must streamline operations in order to remain competitive in the modern business landscape. Artificial intelligence has the ability to do this 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. Let’s take a look at some of […]
Understanding the True Value of Omni-Channel Customer Engagement
Does your organization currently have a multi-channel customer engagement strategy? How about an omni-channel strategy? Whether you do or don’t, it is important that you understand the difference between the two. Before you can adopt best practices, you have to understand what you’re working with, as well as what you’re working toward. Multi-channel and omni-channel […]
Baseball and Contact Center Technology
It’s that time of year when baseball appears on our television again…Batter Up, Baseball season has begun! But why are we talking about baseball? Well, the management of a sports team, any type of athletes on a team really, is not that different from the management of contact center agents. Remember the Oakland A’s—the major […]
Great Customer Experience – No Magic Wand Necessary
As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person! Although technology is our friend when it comes to our smart phones and talking cars, customers still have […]
I Want It NOW! Customer Experience in the Contact Center
We have all experienced that frustration. We’re running out the door and just need to make that quick call to get a simple answer. Only we find that instead, we have entered the never-ending tangle of a Contact Center that wants us to press 1 if this or press 2 if that etc. No, we […]
Contact Center Dilemma – Self-Service or Agent?
Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items – or just grumble. The personal agent-to-customer contact seemed important – until it wasn’t. The frustration of waiting for an agent, the aggravation of being transferred from one department to another, and the […]
Protect Customer Information and Reduce Risk – PCI Compliance in your Contact Center
The nightmare of Target’s data breach during the holiday season a few years ago still haunts businesses today. The aftermath of severe fines, loss of customer trust and a seriously bruised reputation – not to mention the reported $61 million payout – leaves corporate executives shaking in their boots when thinking about their own company’s […]
How to Find the Right Voice for Your IVR
Choosing a Voice Vendor: Find the “Just Right” Partner When searching for voice talent for your IVR it is important to understand the goals and objectives of the project and align those to the right partner. For the best result, it’s essential that you identify a voice provider that knows the contact center and its […]
How to Choose a Voice for Your Interactive Voice Response (IVR) Solution
Many customers first encounter your brand through the voice channel. Today, with an increasingly multichannel and digital marketplace, the phone (and the Web) is your company’s modern-day “front door.” Each time a customer calls, your brand is on the line when “the door” is answered. A great experience over the voice channel depends on two […]
