What is an Automatic Callback?
Who enjoys calling a company and waiting forever on hold? No one! Absolutely everybody hates wasting their time this way. Automatic callback, (AKA “virtual queuing”)
Who enjoys calling a company and waiting forever on hold? No one! Absolutely everybody hates wasting their time this way. Automatic callback, (AKA “virtual queuing”)
Automatic speech recognition, or conversational AI, is technology that allows users to interact with a computer program or application with their voice. In other words,
A cloud contact center is a customer service operation that uses diverse software solutions to manage customer interactions. This is the main alternative to physical
Customers now use a large and growing number of channels to communicate with businesses. In theory, anything that makes life easier for customers is a
Running a contact center often feels like a balancing act. You have to juggle great (and speedy!) service while ensuring agents aren’t overworked. Misjudge this
Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the
In this post: What is conversational AI? How does conversational AI work? What are the benefits of conversational AI? How do businesses use conversational AI?
Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes
In this post: Why are calls blocked? What do blocked calls mean for your contact center? What does that do to customer experience? How is
Modern customers notoriously high service expectations. And I’ll bet your business is keen to meet those expectations, right? But… what exactly do customers want? What