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
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
The call center has always been quick to adopt new forms of automation. Now, the industry is spoilt for choice. But not all automation is
Do you like waiting in line? I sure don’t. Worse than just the waiting part is not knowing how long you will be there. Even
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