You can alleviate concerns about transitioning to the cloud by arming yourself with information. Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current...
Like many others, I am just getting back from a wonderful summer vacation. Time away from work is a great way to de-stress, travel, and visit with friends and family. But vacation relaxation can be easily doomed if your travel and hospitality...
Last week we posted a blog "Enabling A Great Experience Is Now Imperative: The Cloud Is the Key Enabler" to discuss benefits of the cloud. But despite an industry-wide understanding of the benefits of the cloud, adoption remains low. Of our survey...
One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer experience...
Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more advanced...
Earlier this year, the General Data Protection Regulation (GDPR) became active across Europe to safeguard the personal data that businesses collect. The implications are profound, going beyond marketing to encompass all customer communications, in...
To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies....
Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. For instance, it directly influences...
A growing trend, and a recent survey reports that 83% of customers go to a company’s website for information before using any other channel. And looking ahead, Gartner predicts that a customer will manage 85% of the relationship with an enterprise...
It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up...