Contact Center

Human Experiences

How to Maintain a Human Element in Your Contact Center

If there’s a buzzword in 2024, it’s automation. We’re all looking for ways to do more with less and free up repetitive processes to focus on high-value interactions and activities….

Digital CX

Are You Delivering a Great Digital Customer Experience?

Online experiences are an increasingly important aspect of the customer journey. According to MuleSoft’s 2022 Benchmark Report, 70% of customer interactions are now online, which means that organizations need to quickly…

Cloud-based Contact Center

8 Benefits of Cloud-Based Contact Centers

In 2024, on-premises means out of touch. The move to cloud-based contact centers is well underway, and for good reason. Cloud-based customer experience solutions (aka CXaaS solutions) tap into customers’…

Omnichannel and Multichannel Support: What’s the Difference?

Is your business team multichannel, team omnichannel, or team undecided? You might not be sure what these terms mean but hear us when we tell you that they’re critical to your…

The Future of Contact Centers in 2024 and Beyond

Another year of great customer experiences is in the books and another year ahead! We’ve seen plenty of change in what it means to serve customers and exceed their expectations,…

Rising Importance of Contact Centers

The Rising Importance of Contact Centers

On-time customer support is a major driver of customer satisfaction. Since the Covid-19 pandemic, it’s only grown more critical in the eyes of customers. As customers navigate complex and fragmented…

Customer Experience

Leverage These Agent Tools to Provide Personalized CX

Personalization matters. Being able to provide a customer experience that takes into account an individual customer’s needs, interests, and unique customer journey is key to setting your brand apart. Fortunately,…

Focusing on the Customer

How Call Centers Help You Focus on Every Customer

The customer experience is paramount to success in today’s business climate. Customers not only expect businesses to be accessible through their preferred channels, but they also expect personalized support that takes…

The Benefits of Contact Center SMS Messaging

The Benefits of Contact Center SMS Messaging

There’s been a generational shift in how we use our phones. Gone are the days of tying up the landline. In fact, 8 in 10 people today won’t answer a call…

People-First: Building a Human Experience in the Contact Center

People-First: Building a Human Experience in the Contact Center

Great customer service is vital to a positive customer experience. But with the rise of automated technologies and AI, it’s all too easy to forget about something central to the…

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