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
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
There is a lot of talk about no-code development. What exactly is no-code development? How does it relate to no-code integration and no-code automation? Is
Let’s talk about integrated systems, and how the best in the business automate call scheduling. My work takes me to a lot of call centers,
Every year we ask hundreds of CIOs a simple but important question: How can you be sure that your technology strategy is right for customer
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