Contact Center

For contact centers, an exceptional customer experience (CX) is essential. Great CX can serve as a differentiator, ensuring you remain ahead of the competition. It can also generate positive word of mouth, lead to better reviews, boost customer loyalty, and spur sales.   Most companies want to enhance CX, though many struggle with figuring out precisely where to begin. While feedback options like surveys can give you...

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COVID-19 was a disruptor. Contact centers often had little choice but to transition to new operating models, typically by sending employees home to work remotely. While many hoped that the coronavirus would be a short-term event, it proved to be anything but. As a result, COVID-19 and the technologies it made necessary are now poised to shape the 2021 contact center.   While we may not know...

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As the new year draws near, companies begin to look toward the future. For many companies, this means reviewing their customer experience (CX) strategies. They look for CX-boosting opportunities to propel them forward, ensuring the new year brings them greater success.   If you want to enhance CX in 2021, picking the right CX-boosting resolutions is a must. If you don’t know where to begin, here are...

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When you need to find a way to stand out from the competition, look toward your customer experience (CX). Through CX, you have the ability to build loyalty, generate positive word of mouth, and separate your company from the pack.   While many companies want to improve CX, figuring out how to create meaningful change isn’t always easy. Thankfully, by following certain best practices, you can make...

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Having a robust CX program is essential. Without a strategic approach to customer experience management in place, you miss out on critical opportunities to enhance your offerings in ways that matter most to buyers.   A great customer experience breeds loyalty, leads to positive word of mouth, and increases spending. That’ why having an exceptional CX program is a must. If you don’t know where to begin,...

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Having a customer-first mindset is touted as a good thing. It ensures your company focuses on the needs of your customer base, adapting to them as required.   However, a customer-first mentality, when improperly implemented, can also set your company up for disaster. It may cause you to compromise your core values, lose your overall focus, and even hinder your operations.   By following a few best practices, you...

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When you operate a remote contact center, it’s hard to know whether your remote agents are as productive as they could be. You can’t simply walk by their workstation and check, and that can be frustrating.   Luckily, some technologies can make it easy to monitor your remote agents. The trick is, you have to use these solutions the right way. Otherwise, you may cross the line,...

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The COVID-19 pandemic remains a highly fluid situation. Experts are concerned about an upcoming resurgence. If one occurs, reopening efforts may have to be paused or, potentially, rolled back. This can be incredibly concerning for contact centers, particularly those that were underprepared for the initial shutdowns and rapid shifts toward remote work.   Luckily, supporting contact center continuity during COVID-19 is possible. By transitioning to the cloud,...

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Managing remote agents and employees is inherently challenging. However, due to the COVID-19 pandemic, doing so is essential. Telecommuting is likely going to be the standard for the foreseeable future. As a result, having the best remote work technologies in place is increasingly critical.   With the right remote work technologies, you can eliminate obstacles, boost productivity, facilitate effective communication, and more. Your employees will become increasingly...

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Due to the COVID-19 pandemic, the business world is quickly embracing the remote-first paradigm. But remote workforce challenges typically arise, even when your employees are tech-savvy and highly agile. Working from home requires significant process updates, some of which make common tasks more difficult than they were originally. Additionally, when an employee struggles, they may not know who to turn to or how to reach...

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