Customer Engagement Model

06:00 06 November in Contact Center, Customer Experience by anita

What is customer engagement? Broadly speaking, customer engagement is the way(s) a company interacts with customers to create a relationship with them. This is done to foster brand loyalty, wherein in a competitive landscape, your customer base prefers your brand over the competition. What is a customer...

Your guide to an Omnichannel Contact Center

12:21 22 October in CRM Integration, Customer Experience by anita

What is Omnichannel? Omnichannel is a unified communication strategy across content and media that businesses utilize to engage with customers and improve overall customer experience. In the business world, the term “Omnichannel” is not new. Think omnichannel retail, omnichannel marketing, or omnichannel customer experience. The stage...

Customer speaking to your IVR

Is it time for your call center to use conversational IVR?

18:59 07 October in AI in the Call Center, Artificial Intelligence, Call Center, Customer Experience, IVRs by prashanth

The advantages, disadvantages, and 5 realistic use cases for conversational AI When it comes improving and enhancing customer service and support processes, AI holds incredible promise for both support and sales call centers. Especially with discerning customers wanting service quicker, faster, and as stress-free as possible. (Also...