One of the most powerful tools in a contact center’s arsenal is the dialer. Not necessarily the dialer itself - that is just one component. But a high-quality dialer deeply...
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Running your contact center operations with a platform like Zendesk is an important step towards embracing the API economy. But if you take this step without moving telephony in the...
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Call Center technology upgrades are often hampered by the same old issues: the high cost of integrating systems, and the need to work within the limited processes those systems offer. In...
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Whilst communications technology has (apparently) come a long way since the 90s, it seems that with caller experiences it is still hit-and-miss. Why do bad customer experiences still happen? The...
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babelforce call center process expert Pierce Buckley spoke with Boris Petrov of Remix about conquering customer experience challenges with deep integrations between the phone service and contact center tools. No code...
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Caller experiences are often broken - the research is clear on this. People complain frequently about the same issues: waiting too long, transfers and low first time resolution and agents...
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No-code process automation allows babelforce contact centers to offer truly omnichannel services. By simplifying difficult call actions and data integration, automating core contact center processes empowers customer experience design. Users...
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Plenty of buzzwords and acronyms are thrown around in the customer contact space: omnichannel, multi-channel, silos, VoC. One which is hard to ignore these days, however, is the Customer Experience...
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Self-service or the human touch? The research suggests that the answer is not one or the other, but maybe “both”. Better still, “it depends”. As usual in customer service, the world...
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We know that waiting on hold drives people crazy. So why in the name of all that's good and holy, do managers, business owners and doctors arrange things in such a...
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