Contact Center

In recent years, the customer experience (CX) has taken center stage. To remain competitive, businesses have to ensure that customer expectations aren’t just met but exceeded.   Most companies understand that CX benefits their bottom line. However, they might mistakenly assume that the enhanced profitability is associated solely with increasing the size of the customer base and improving customer retention.   While those are certainly factors, better CX doesn’t...

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To put it simply, your contact center’s customer experience (CX) matters. In fact, 86 percent of consumers are even willing to pay a premium for better CX. As a result, exceptional contact center CX is business-critical.   But figuring out how to improve your contact center CX isn’t always easy. While you can certainly turn to tried-and-true approaches, like better employee training and robust post-contact review processes,...

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While chatbots aren’t a new technology, they’ve only recently become a large part of the customer service landscape. Companies around the world embrace bots for their ability to handle everyday customer interactions without the need for human intervention.   Even if a chatbot can only give preprogrammed responses based on preset triggers, they are still impressive. Plus, they seemingly become more capable each day, especially with the...

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Keeping track of tech terminology is challenging. Many terms connect with one another and have a similar look or sound. User experience (UX) and customer experience (CX) fall in that category. And, while UX and CX are related, they represent incredibly different things.   What is UX?   UX typically refers to the mechanisms through which a user interacts with a digital product. This can include the visual design...

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With the new year on the horizon, companies typically spend a moment looking back. By examining various KPIs, you can do more than just measure your success; you can also set goals to ensure you stay on target the next year. By integrating contact center benchmarking best practices into the process, you can create a functional roadmap.   Contact Center Benchmarking Best Practices   Contact center benchmarking best practices...

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The customer experience (CX) is increasingly being viewed as a potential differentiator, a way to separate your company from the competition, drive customer engagement, and mold your brand’s reputation. While some businesses enlist the help of CX experts to ensure their strategy will yield positive results, many others decide to handle it in house. The leadership team assumes they know how to enhance the customer...

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As each year passes, the use of artificial intelligence (AI) increases. It is making its way into a variety of business systems, including those that impact the customer experience (CX). One of the most well-known versions is the chatbot, a conversation-driven tool that enables customers to get answers to basic questions or gather more information without speaking directly with an employee. However, this is far...

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Today, companies need to have robust solutions in place that are highly scalable. Often, many in-house contact center systems are innately limited, hindered by an organization’s existing infrastructure and hardware capabilities. By transitioning to a Contact Center as a Service (CCaaS) solution, companies get a highly capable and scalable system delivered via the cloud.   With a CCaaS solution, businesses get the same functionality they would find...

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For many companies, a contact center cloud migration is a critical operational goal. By shifting to the cloud, your business has the ability to provide an omnichannel customer experience, bolster services for remote customer service reps, and to scale operations at a moments notice. Cumulatively, each of those points can enhance CX and boost productivity, creating a better experience for all involved.   However, planning for a...

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The customer experience (CX) is becoming increasingly important to companies. Since businesses offering stellar CX differentiate themselves from the pack, embracing cutting-edge CX solutions needs to be part of your strategy. Today, real-time CX technology is making waves in nearly every industry, allowing organizations to adapt and respond with greater ease and faster than those without it.   If you are wondering what real-time CX technology is...

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