Telephony For Support

Call Queue Management

00:00 25 October in Customer Experience, Telephony For Support by anita

Call centers exist to provide speedy customer service and issue resolution. Speed is key; achieved through efficient call queue management. What is call queue management? Simply put, call queue management is the management of call queues to ensure minimal customer wait time and fair workload distribution. When...

How Can Your Contact Center Deliver Omnichannel Service?

00:00 16 July in Customer Experience, Telephony For Support by Jordan

What is Omnichannel Service? Omnichannel Service is a unified, customer-centric approach to managing seamless interactions across multiple touchpoints. Today, businesses interact with customer on multiple channels: email, chat, phone, social media. The customer expects consistent service across these channels. They also expect to be recognized on all channels. And not...