Technology Trends for Call Center Clients in 2023
If there’s one thing that’s constant in business, it’s technological change. With consumer expectations of contact centers at an all-time high, staying ahead of the customer service curve is vital….
Contact Center
The Benefits of Dedicated Customer Service Reps
The customer experience is everything. Your brand reputation hinges on the quality of customer interactions – which is why having dedicated customer service representatives is so vital. But too many…
Self-Service is the Hot Trend in Customer Contact
No one likes to rely on other people for help. There’s something empowering about solving our own problems – we get to do it our way and without taking time…
What is Automatic Call Distribution (ACD)?
As your organization grows or you release new products or services, you’ll also experience an uptick in inbound call volumes. While your receptionist might be able to handle those calls…
How Your Contact Center Can Optimize the Customer Experience
You’ve heard of customer service and the customer journey. But what about the customer experience? Customer experience (CX) measures how your customers feel about your brand as a result of…
Does Your Contact Center Have These Three “Must Haves”?
Gone are the days of the traditional call center setup. Today’s customers want to be able to get in touch with brands on their own terms – and on the…
Using Call Recordings to Improve CX
The customer experience is everything. So, ensuring that your contact center is able to provide high-quality, efficient, and effective support is vital. Call recordings can deliver the feedback and data…
Is Your Contact Center Ready for the Holiday Season?
Black Friday and Cyber Monday are weeks away, with Christmas and New Year following hot on their heels. These four days represent the biggest shopping events of the year, and even…
How Call Centers Evolved into Experience Centers
When it comes to customer satisfaction, experience is everything; therefore, the traditional call center has evolved into a modern counterpart aligned with the always-on, multi-channel customer experience. In a world…
Your Contact Center Needs an Agile Staffing Model
Flexibility and adaptability are two key themes in 21st-century business. The brands able to immediately course correct in order to meet changing customer needs are the ones that prevail. That…
