Powering Luxury Brands
VIPdesk is a leader in outsourced customer service. It is a pioneer in providing high touch customer care services to brand-conscious companies, including premium retailers,
Customer Service vs Customer Experience
Customer service vs customer experience—today’s world of business is more customer-centric than ever before. Customers expect more from their favorite companies, and their expectations of
How Contact Center Channels Will Change in 2020
Now that customer experience is a main priority for C-level executives at top enterprises, the contact center industry will undergo a major metamorphosis from frustrating
RoboCops – Deploying AI for Call Center Quality Assurance
Call center quality assurance is a daunting challenge that contact centers face. Thousands, sometimes millions, of interactions go through contact centers on a daily basis,
Get More From Your Contact Center with BYOC
There are a lot of acronyms in telecom—SMS, MMS, PRI, SIP; the list goes on. Now we’re adding another one: BYOC. BYOC, or Bring Your
Improve Contact Center Net Promoter Score (NPS) in Your Call Center
Net Promoter Score, or NPS, measures customer perception of a company or product based on one simple question: “How likely is it that you would
The Top Call Center Challenge is…
According to Contact Babel’s 2019-2020 Decision-Makers Report, the top challenge facing call centers is not having a single view of the customer across all channels.
Call Center Quality Assurance Best Practices
It isn’t easy guaranteeing an amazing experience every time a customer interacts with your agents. Call center quality assurance (QA) is hard to get right,
Our Customer, Southern Cross, Recognized for Innovation
Last week, our customer, Southern Cross, was awarded the prestigious Trans-Tasman innovation honor and recognized as one of Australia’s top 10 ‘Most Innovative Companies’ for
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