A Computer Telephony Integration (CTI) system may be ideal for businesses that need to simplify their processes, but it can also have drawbacks. Security, interoperability,
In this post: What is cost per call? How to calculate Cost per call What does cost per call tell you? 4 ways to cut
Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. For me, it was when my Kindle broke. I
Zendesk is a powerful customer service ticketing tool. It takes communication from multiple support channels and organizes it into a single dashboard. This has three
Customer experience has a significant impact on your brand. In fact, customer experience is your brand. Getting it right means customers who’ll stick with you,
In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
SMS messaging is one of the great under-used customer service tools. Everyone understands it. Everyone can access it. It’s rock-bottom cheap compared with taking a
Have you ever thought that running a contact center is a bit like running Disneyland? Probably not. But there is a least one way they
Call deflection is nothing new. You’ve probably been thinking about it… forever. But perhaps it’s become a bigger issue recently? Your contact center can handle
Maybe you already know this: automation has become the contact center’s make-or-break technology. You have more customers to serve than ever before. Their expectations are