For anyone trying to deliver the best customer experience, app and data fragmentation is a big problem. Because businesses rely on one or more CRMs and/or contact center applications, customer data typically lives in multiple places.
About Darren Prine
Understanding how your company handles exceptions to the norm can reveal pitfalls in an otherwise successful scheme, and how you learn from them are what ultimately can improve the customer experience (CX). The fact is that no matter how good your...
Most companies that offer customer service love IVR for its automation and self-service capabilities, but the same cannot be said for customers. According to findings from Aspect, nearly 40 percent of consumers surveyed would rather clean a toilet...
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...
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 best...
Self-service is often the most efficient channel for the customer to get quick and easy answers to the most common and obvious questions. And because there is no agent involved, it’s the cheapest way for the company to provide quick customer service.
Gartner owned online review site, Capterra, is “always looking for ways to make buying the right software easier for businesses”. With that in mind, last week they rolled out new awards, or “Best of” Badges for the Contact Center Software industry. ...
Sometimes, the bigger an organization gets, the harder it is for management to embrace and invest in new technology. Change often brings risk, and risk translates into reluctance, especially for stakeholders whose eyes are focused more on the bottom...
We tend to think of omnichannel as a technical capability of contact centers. What decision-makers should not overlook is that omnichannel is also about agent performance.
Wallboards have been used in the contact center for many years and there is often discussion around what KPIs to broadcast and how to improve contact center wallboards to make metrics more actionable. When the information displayed is simple and...