How Telecommunications Contact Centers Are Revolutionizing the Customer Experience
The telecommunications industry suffers from lower CSAT and customer engagement scores than nearly every other industry. These lower metrics lead to customers switching to competing brands and reduced revenue. In turn, metrics like ARPU drop while churn rates increase.
BPO Tips: How to Be Irresistible to Contact Centers
Standing out as a business process outsourcing (BPO) provider in the contact center space, where competitors are a dime a dozen, is a trick and a half these days.
Why Have a Call Center Connect to Your Salesforce
Salesforce is one of the most popular customer relationship management (CRM) platforms on the market. CRM platforms help businesses and companies manage their relationships and interactions with current and potential customers.
New CX Metrics for Today’s Digital World
The customer experience (CX) is increasingly digital with over 95% of customer interactions starting on websites. Forrester research shows that customers are using and hopping between an increasing number of channels,
What You Need for a BPO Inbound Call Center
Many businesses rely on BPO vendors, or Business Process Outsourcing vendors, to help operate their day-to-day contact center and customer service operations.
What is Call Center Software: What Does it Do and What Are Common Call Center Software Features?
In the contact center industry, delivering the best possible customer experience is key. Providing a great customer experience, especially in the digital age, provides a competitive advantage for your business.
Why Should You Upgrade Your Call Center Software?
In the contact center industry, having the right call center software can make or break the customer service that your contact center provides.
How to Succeed Post-Pandemic: Mobile Digital Channels
Before the COVID-19 pandemic started, mobile phone usage was already on the rise. The COVID-19 pandemic has only made mobile phone usage skyrocket as customers were put under lockdown and advised to stay at home by the government and health organizations.
What is an Interactive Voice Response System and What is it Used For?
In the contact center, getting the customer to the right resource and personalizing the experience are key aspects of providing a great customer journey. One of the most important pieces of technology that a contact center can implement is a powerful Interactive Voice Response system, or IVR. With modern IVR technology, including conversational IVRs that [...] How Your Contact Center Can Succeed Post-Pandemic: The Shift to Knowledge Workers
Last year, COVID-19 and the resulting lockdowns sent shockwaves around the world. Many industries felt the pressure from COVID-19 and had to change how they operated.