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What Was the Buzz at Customer Contact Week Vegas 2019?

Jul 11, 2019 7:00:00 AM

This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience. The conference always provides attendees with amazing learning opportunities, networking options, and...

New CX Metrics for Today’s Digital World

Jul 10, 2019 7:00:00 AM

The customer experience (CX) is increasingly digital with over 95% of customer interactions starting on websites. Forrester research shows that customers are using and hopping between an increasing number of media channels, such as chat, text, ...

Omnichannel or Bust: For Customer Service, It’s a Must

Oct 24, 2018 7:00:00 AM

First, let’s be sure we know the true meaning of omnichannel and its variations (omni-channel or omni channel), shall we? A simple definition of it, no matter the spelling, is:

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...

3 Arguments for the Contact Center of Digital Age

Nov 9, 2017 7:00:00 AM

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...

Why Omnichannel is “a big step forward” for Agents

Oct 31, 2017 7:00:00 AM

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.

Innovation in the Contact Center: Where to Start

Oct 20, 2017 7:00:00 AM

Mobile, omnichannel, AI, integrated CRM, analytics -- with the universe of contact center technologies rapidly expanding in every dimension, decision-makers may find it challenging to know where to focus their attention and investments.

Mapping Out a Simpler, Smarter Approach to a Modern Contact Center

Oct 19, 2017 7:00:00 AM

It’s no secret that as consumers demand new ways to engage with brands and products, companies need to change their approach to delivering great customer service experiences.  Right at the center of this evolution is the contact center, the focal...

Why You Should Be Using Omnichannel Customer Engagement

Aug 7, 2015 2:10:36 AM

 

Omnichannel customer engagement means you allow customers to contact you using the media channel of their choosing and from their favorite device.  Why would an organization with a contact center wish to engage their customers from an...

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