The Real ROI of Top Cloud Call Center Providers
If you talk to CX experts, Call Center IT Directors, and CXO’s about why they moved their contact center to the cloud, they will most likely reply with a variety of answers. But ROI is always at the top of the list. A cloud contact center solution provides companies with a huge return on investment […]
Title: Life of a Call Center Agent Pt. 2 – The Outbound Call center
In the contact center industry, especially in the field of outbound call centers, efficiency is the main focus. Discussions within the field of outbound call centers always center on efficiency, high ROI, and metrics. These topics often overshadow the most important aspect of the call center, the call center agent.
Call Center Software for Small Business: What to Look For
Call center software used to be only accessible to large corporations with the resources and money to house an on-premise solution. Today, however, call center software for small businesses is both affordable and practical. Effective, advanced contact center software is a must for any business looking to provide seamless, personalized customer experiences. There are many […]
Life of a Call Center Agent Pt. 1 – The IT Service Desk
In the contact center industry, the customer is king. Discussions within the contact center industry always center on the customer and how to best serve the customer’s needs. Discussions on metrics, integrations, customer journeys, and emerging channels center on how to better connect with the customer. However, the people who often get left out of […]
CCW Europe: Key Takeaways
Customer Contact Week (CCW) events are the world’s largest events in the customer experience/contact center space. This year, we went to the annual CCW event in Las Vegas, and then the annual CCW Europe event, which took place in Amsterdam, Netherlands, earlier this month. For those looking for great CX in Amsterdam, we wanted to […]
How to do Automated Outbound Calling the Right Way
Automatic dialers, or auto dialers, are powerful tools that can streamline your outbound calls and make the process much more efficient. They can also, however, create trouble for your call center due to the legal regulations and public perception of autodialing technology. In this blog, we’ll explore what autodialers are, what they should be capable […]
Call Center Recording Software
“This call may be monitored or recorded for quality assurance purposes” is something we’ve all heard on the phone when dialing in with a company’s customer service department. But what does this sentence mean? What are they recording and how are they using it? And what are the legal implications of it?
Attending SOCAP 2019? Get the Most out of the Conference!
Next week is SOCAP’s annual conference, Re-Imagine Customer Care. The title alone has me excited to learn about new processes and technology for improving and, dare I say, re-imagining customer care. If you are attending the conference to learn more about the changes in customer care, you are not alone. More C-level executives rank customer […]
Personalizing Customer Experience
In an increasingly digital world, when it comes to customer experience (CX), companies want to become modern digital businesses that personalize CX much like mom-and-pop companies of the past.
G2 Crowd Annouces Its Fall List of High-Performing CCaaS Vendors
Last week, G2 Crowd released its Fall 2019 CCaaS grid and market report. The report is aimed at helping companies narrow down technology options when searching for a new cloud contact center partner. The report uses unbiased, real customer data and reviews to judge the vendors on different indexes. Indexes include a usability index, an […]