Co-browsing (or collaborative browsing, sometimes referred to as an online personal shopping assistant) is changing the way customers interact with brands online. With personalized service via co-browsing, contact...
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The role of telemedicine in healthcare is increasing and digitalization is helping to deliver better outcomes for patients and healthcare providers alike. The healthcare contact center sits at the...
The rise of Contact Center as a Service (CCaaS) models has introduced new technology that is changing the role of contact center agents. Find out how to improve agent...
Il ne semble pas si lointain le temps où la messagerie instantanée (MI) n'était perçue que comme un outil secondaire, utilisé seulement par des centres de contacts précurseurs. Il...
The customer effort score tracks a customer’s relationship with a company or brand, and is a major key to building brand loyalty. Strategies to improve your customer effort score...
When choosing a Contact Center as a Service (CCaaS) solution, the importance of data security cannot be overstated. ISO 27000 is more than a certificate; it’s a comprehensive data...
Video conveys more information than any other medium. It isn’t ideal for every request, but for contact centers that want to provide detailed instruction or strengthen relationships with customers,...
Il ne semble pas si lointain le temps où la messagerie instantanée (MI) n'était perçue que comme un outil secondaire, utilisé seulement par des centres de contacts précurseurs. Il...
Diminuer les temps d'attente dans les centres de contacts est primordial afin d'améliorer l'expérience client (CX). Les clients n'hésitent pas à abandonner une marque qui ne prend pas en...
Just a few years ago instant messaging (IM) was viewed as an optional feature, only utilized by the most forward-thinking contact centers. Today it’s an indispensable channel in any...