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Our goal was to incorporate the Omni AI components of ConnexAI to assist us with efficiency goals.
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Technological advancements are continuing to shape and improve the contact center set-up, but how will tech evolution impact the role of agents in the coming years? In this article, we explore four key shifts the future could have in store for contact center agents. From contact centers to experience centers We’re seeing signs of this […] […]
Read More… from Contact center evolution: CX agents of the future
It’s clear the COVID-19 pandemic forced businesses to adapt like never before, with research showing the crisis accelerated the digitalization of customer interactions by several years (McKinsey survey, October 2020). But at a time when there’s more pressure on businesses to streamline activities and increase productivity, customer satisfaction is more important than ever. That’s where […] […]
Read More… from AI innovation: the game changer for customer engagement
When it comes to automating processes within a contact center, the direct impact on business results and key deliverables cannot be overstated. More than 67 percent of contact centers plan to implement automated processes into their business models within the next year, citing significant improvements in customer satisfaction rates, lead generation, and overall revenue opportunities […] […]
Read More… from Contact Center Automation – Why it’s easier than ever
According to a study by North Highland, customer experience (CX) has surpassed price and product as the most important determinant of company growth. CX is now the battlefield on which businesses can strengthen or weaken their competitive advantage. A recent Consumer Reports study also found: • 57% of people had been so frustrated with phone […] […]
Read More… from 3 Ways to bust through more calls in less time
17th May 2022 marks World Telecommunications and Information Society Day (WTISD). An annual event dedicated to raising awareness of the possibilities that the use of the Internet and other information and communication technologies (ICT) can bring to societies and economies, as well as bridging the digital divide. With the aging of the global population becoming […] […]
Read More… from WTISD: Engaging And Facilitating Aging Customer Populations In CX Technology
Unopened messages, rejected calls and unhappy customers.
We explore how to avoid these common CX problems and get your Outbound customer campaigns creating results. […]
Read More… from Boosting CSAT scores by responding to customers more quickly
Unopened messages, rejected calls and unhappy customers.
We explore how to avoid these common CX problems and get your Outbound customer campaigns creating results. […]
Read More… from Attracting the best CX agents for your customer teams
Unopened messages, rejected calls and unhappy customers.
We explore how to avoid these common CX problems and get your Outbound customer campaigns creating results. […]
Read More… from 3 reasons to embrace agent coaching tech in contact centers
Unopened messages, rejected calls and unhappy customers.
We explore how to avoid these common CX problems and get your Outbound customer campaigns creating results. […]
Read More… from Utilizing CX teams to build customer trust: the top five techniques
Whether you’re looking to update your software-as-a-service (SaaS) contact center solution, change your system, or work with a new software provider, working out what’s right for your business – no matter the size – can be a daunting task. Here, we explain four key considerations to keep in mind before you get started. Address your […] […]
Read More… from Eliminating the pain of implementing new contact center solutions
Shaping the Future of Customer Experience.
