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The customer service industry has been changing to place the customer in the first place. Contact center data plays a significant part in this growth, and the most successful...
For far too many organizations and contact centers, emotional intelligence is still only a "wonderful concept." Companies that do not invest in developing their managers' interpersonal skills will lag...
Being customer-centric entails directing the whole organization's attention to the client. Decisions based on this strategy are always made for the advantage of the consumer. But, in an age...
Assume your contact center employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working? If the number of agents...
Telephony is a communication technology that is constantly reinventing itself in businesses. If its use is not diminishing, it is mostly due to the technology's ability to develop in...
Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. However, the fact that...
Building relationships between businesses and customers is always crucial. That is s why many contact centers have turned to personalize the customer experience as a way to increase customer...
Remote working became prevalent during the Coronavirus outbreak. This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not...
As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world....
Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction...
In the past, brand and customer interactions were much simpler: you only had to give your phone number and sometimes your email address. But now, customers have digital tools...
Against all odds, the year 2020 and the advent of Covid heralded a new era in the business world. Contact centers and almost no industry has been spared, as...
Monitoring the performance of your contact center helps to enhance the number, quality, and speed of call processing, customer interaction, and overall client experience. Measuring merely to see if...
Choosing between on-premise and cloud technologies is a complicated process with numerous variables. And, it is critical to accurately analyze company needs in order to tip the scales toward...
Imagine having to manage hundreds of documents on a daily basis without a way to categorize them. In this regard, contact centers require a system for sorting, categorizing, and...
The client journey may look easy and uncomplicated at first glance. Traditional channels, on the other hand, are no longer the only option for clients. In fact, Businesses must...
A good customer experience entails enhancing all consumer interactions with a brand or firm. This customer experience has to be one-of-a-kind, and it has to mirror the values you...
Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Real-time...
UCaaS is an acronym that stands for "Unified Communications on Demand." It is an all-in-one solution, that integrates a cloud phone system with collaboration, messaging, and video conferencing technologies...
A Customer Journey Map is a shared representation of all the aspects of the increasingly sophisticated hybrid, physical, and omnichannel of a client's interaction. This mapping reveals new usage,...