Is NPS at Risk? Why It’s Time This Beloved Metric Got An Overhaul
Ensuring your company lives up to customer expectations is crucial in today’s world. Customers don’t just want excellent experiences on every channel, they demand them. If your contact center isn’t...
View ArticleContact Center AI: A Reality Check
Crucial for generating leads and sales, cultivating customer loyalty, and building revenue, the contact center is essential to any company’s strategy for growth. As such, many contact center leaders...
View ArticleHow to Compare Customer Experience Outsourcing Solutions
Faced with evolving customer expectations and tightening budgets, contact center leaders need to find ways to accomplish more with less. Customer experience outsourcing is quickly emerging as a...
View ArticleHow to Identify and Support Vulnerable Customers
Vulnerable customers are nothing new to the average contact center leader. In every industry, from finance, to healthcare, there are potential clients that require a higher standard of care. However,...
View ArticleContact Center Transformation: How to Get the Most from the Cloud and AI
The contact center has always been a hub of rapid innovation. More than just an environment for handling customer queries and requests, your contact center is the heart behind your company’s growth....
View ArticleThe Ultimate Agent Engagement Checklist: Are You Running All These Initiatives?
Today’s business leaders know that they need to deliver exceptional customer experiences to survive and thrive in a competitive landscape. However, the only way to guarantee customer satisfaction, and...
View ArticlePreparing Agents for Vulnerable Customer Interactions
In every landscape, customer expectations are evolving. Today’s consumers expect more than just fast efficient and convenient service. They also want companies to demonstrate a high degree of empathy...
View ArticleCCaaS & CRM: What Should You Expect from Your Integration?
As customer expectations evolve, it’s easy to get caught up in the excitement around bots, workflow automation tools, and generative AI. However, while these solutions do have a significant impact...
View Article5 Employee Experience Killers, and What to Do About Them
Most managers know that exceptional employee experience is crucial to running a successful business. Studies consistently show that happy and engaged employees drive better outcomes for organizations....
View Article20 Contact Center AI Use Cases to Transform Agent and Customer Experiences
As AI development accelerates, so too does contact center innovation. Indeed, over the last few years, advanced algorithms and models have augmented and enhanced agent workflows, transforming...
View ArticleTop 5 Agent Tips for Supporting Vulnerable Customers
The world we live in today is plagued with difficulties, from economic uncertainty to political unrest. It’s little wonder that the number of vulnerable customers contact center agents are dealing...
View ArticleHow to Compare CRM Solutions Effectively in 2024
The approach you take when you compare CRM software vendors or solutions is more important than you’d think. Today, CRM software is a must-have for virtually every company, regardless of that...
View ArticleBPO Contact Center’s In 2024: Where Can They Add Value?
The contact center is the frontline of any business, influencing relationships with customers, and your ability to grow in a competitive landscape. However, as customer expectations continue to evolve,...
View Article7 Reasons to Invest in the Benefits of CRM Systems in 2024
Most companies are already familiar with some of the top benefits of CRM systems. In a landscape where exceptional customer experiences are critical to any company’s success, the right customer...
View ArticleWhere Do Contact Center Transformations Go Wrong?
The transformation of the contact center has emerged as a priority for almost every organization. Changing consumer expectations, evolving market dynamics, and even new workplace structures have...
View ArticleThe Avaya Experience Platform Portfolio: 1 Year On
Avaya is one of the world’s leading technology vendors, known for delivering innovative capabilities and solutions for communication, collaboration, and customer experience. While the company has...
View Article10 Quality Analysis Initiatives to Run In Your Contact Center
To thrive in a competitive landscape, today’s companies need to commit to constantly optimizing and improving interactions with customers. Part of this process involves frequently analyzing the quality...
View Article5 Examples of Contact Center AI in Action
Artificial intelligence has become one of the most valuable tools for today’s business leaders. With advanced algorithms and systems, companies can enhance productivity and efficiency, reduce...
View ArticleHow to Use AI in MSFT Contact Centre
Artificial Intelligence is one of the most important resources in the contact center today. As AI algorithms and technologies have grown increasingly advanced, companies from every sector are beginning...
View ArticleContact Center Voice AI: Where Most Businesses Go Wrong
Conversational AI is emerging as a critical component of most modern contact center operations. Rapidly evolving algorithms are offering companies a range of ways to improve customer experiences, boost...
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