Make the Switch to Omnichannel Today
For today’s customers, a fragmented customer service experience is bad news. Consumers expect brands to meet them where they are – and to be able to pick up a customer service…
Contact Center
Customer Service vs. Customer Experience
A happy customer is a loyal customer, which is why delivering an exceptional customer experience is vital. But what exactly do we mean when we talk about customer experience? Too…
The Benefits of Call Centers for eCommerce
High-quality customer service is a differentiating point for eCommerce companies. Today’s cloud-based contact center solutions allow eCommerce companies to deliver great customer service even when serving geographically differentiated customers or…
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….
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…
