3 reasons why well-trained, easily accessible staff are critical for implementing good self-service The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone, they are tech-literate and there is minimal resistance to the idea of self-service. Or that's...
To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system. Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak...
If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is...
When contact centers initially started moving from legacy systems to the cloud, not all of them understood how powerful data could be. Cloud contact center solutions such as ours generate 70+ reports. Businesses switching from legacy to cloud for other reasons such as to reduce...
When your customer contacts your support center via call or chat here are the top 9 pain points they face*: Long Wait Times (Before reaching an agent) Slow Service (When an agent is reached) Self Service is difficult to use Rude agents Agents aren’t knowledgeable ...
A chatbot or voice bot, as the name suggests is a virtual ‘Bot’ or computer program that conducts a conversation. Powered by artificial intelligence (AI) and natural language processing (NLP), these Bots are designed to simulate human conversational patterns. These bots are used in a...
How to ensure premium customer care for high-value customers. Because exceptional customers should be made to feel special on every call (or chat) Platinum, gold, silver. It sounds great when you award these titles to customers. But if they still have a tough time getting through your customer...
This year, UX design in contact centers will be the deliberate process of shaping how your customers, agents, and managers interact with the brand new technologies on offer. Bots that can have near-human conversations. Digital assistants calling contact centers for their owners. Artificial intelligence predicting customer...
A visual synopsis of contact center performance in the year that was. Did you know that 12% callers abandon their calls in the queue? This was in spite of an average queue time of 75 seconds. In the meanwhile, in outbound call centers only 44% of...
How will technology impact and improve the contact center in 2019? 4 of our experts weigh in. “The success of assistants like Google Home and Alexa has shown that voice is the most natural interface. In 2019, expect voice channels to pop up everywhere. Inside apps,...