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Shifting call volumes are often challenging to manage. While most contact center managers strive to provide an exceptional customer experience, a sudden influx of calls can lead to less-than-ideal situations. Wait times rise as agents are overrun, and the quality of service may fall as representatives try to navigate the surge of unexpected activity.   Luckily, it’s possible to develop a strong strategy for navigating shifting call...

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Compliance is typically a top concern for contact centers. Often, contact centers store and utilize a wide range of information, much of which can easily be classified as sensitive in nature. Plus, there can often be monitoring requirements that have to be met, ensuring interactions are checked correctly.   With consumer and data protections increasing, contact centers need to use every tool available to stay on top...

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If your customer experience (CX) isn’t meeting expectations, there’s a good chance you’re missing out on opportunities. CX plays a significant role in customer satisfaction and brand reputation, both of which play a role in attracting new business and maintaining existing clients.   While updating a CX program may seem like a cumbersome endeavor, if you update your approach using the power of artificial intelligence (AI), you...

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Artificial intelligence (AI) has increasingly been making its way into the contact center world. Along with supporting improved data analytics, AI can improve the overall contact center experience, streamlining the process for customers and companies alike.   While some of the earliest iterations involved simple self-service options, today, AI is supporting the rise of intelligent virtual agents. With an intelligent virtual agent, customers can have natural conversations...

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The customer experience (CX) and the ability to meet or exceed customer expectations are increasingly priorities for companies, particularly those operating in competitive business landscapes. Every effort to attract and retain customers is often highly valued, largely in hopes of maintaining or gaining market share by boosting the company’s reputation.   Moving forward, companies can’t simply rely on CX strategies of the past. Instead, they have to...

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At this point, most companies are acutely aware of the importance of the customer experience (CX). When handled properly, CX boosts loyalty, generates positive word of mouth, and bolsters the bottom line, all while giving customers precisely what they need to feel supported and valued.   When companies think about CX, their attention usually goes to their frontline employees. After all, those are the staff members that...

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