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A Blueprint for a Customer-Centric Company

Feb 22, 2018 7:00:00 AM

In a company’s early days, the customer service department can consist of a single person (probably the owner) handling phone calls. It relies on customer feedback to improve the product, and as it becomes more successful, the company swells and...

2018 Contact Center Trends Part 1: Punching Through the Barrier

Feb 21, 2018 7:00:00 AM

Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there...

GetApp Call Center Category Leaders of Q1 2018

Feb 15, 2018 7:00:00 AM

The cloud contact center space continues to grow as enterprises look to replace their end-of-life premise-based contact centers. Cloud vendors continue to innovate and develop capabilities making it more beneficial to operate contact centers in...

When Empathy Cramps the Customer Experience

Feb 8, 2018 7:00:00 AM

Although there are many ways that agents can wreak havoc on a call, what aggravates customers the most is when agents spend more time sympathizing than finding solutions. According to the Harvard Business Review, saying “sorry” can cause your...

Analyst Firm, Ovum, Identifies Bright Pattern As the Company to Watch in 2018 in Latest Report

Feb 1, 2018 7:00:00 AM

The cloud transition continues to turn tables. Historical Cloud Contact leaders are being joined by a set of new entrants. Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market...

When Omnichannel Causes CSAT to Plummet

Jan 31, 2018 7:00:00 AM

Omnichannel communications are essential for connecting with customers who expect to call, text, message, email, and chat interchangeably with anyone at anytime. Yet, despite the fact that more businesses than ever are offering omnichannel, many...

How Bots Help You Learn What Customers Want

Jan 24, 2018 7:00:00 AM

There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so...

Automation in the Call Center with Robotics and Desktop Analytics

Jan 16, 2018 7:00:00 AM

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do...

SMS/MMS Conversations in Zendesk: Pitfalls and Solutions

Jan 4, 2018 5:00:00 AM

Texting is by far the most popular and convenient means of communication for people today. Sending an SMS/MMS (short message service/multimedia messaging service) message is quick—it’s faster and more convenient than email—and you don’t have to...

Soft AI in the Call Center

Dec 27, 2017 7:00:00 AM

There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated.

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