30
Jul
Post summary: Ticketing is no longer optional – it’s a must for any inbound call center A little automation goes a long way, making Helpdesks far more versatile With the right mix of...
Read More
Blog
23
Jul
Post summary: Practically every call center uses CRM software, but few get the most from it Well-integrated CRM is the cornerstone of the most revolutionary CX and retention strategies Your CRM is only...
Read More
16
Jul
Contact centres are often faced with a myriad of issues when it comes to adapting and adopting practices and solutions that can transform the way they operate. Cutting through the...
Read More
09
Jul
Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce handling time have lower costs and higher...
Read More
02
Jul
Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a personable brand. People think in terms of...
Read More
25
Jun
Post summary: Conversational IVR will be the biggest use for Natural Language Understanding. But the tech also has valuable uses for agent productivity. New automation is decreasing call volume – but agents...
Read More
19
Jun
What would you learn if you could get inside your customers’ heads? If you knew what they love about your products and call center services… and what they hate… One way or another,...
Read More
11
Jun
Customer experience is the guiding light of successful businesses. And that has always been the case! We sometimes talk about CX like it was invented in the last decade. But great experiences...
Read More
04
Jun
In this post: What is conversational IVR service?How does conversational IVR service save money?ConclusionYour guide to automated IVR (eBook) It’s risky, being an early adopter. But Delta Air Ways won big when they...
Read More