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...
Guides et conseils
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...
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,...
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...
Reducing contact center wait times is foundational to improving customer experience (CX). Customers are abandoning brands that fail to respect their time, and switching to companies that find ways...
The new model of customer experience (CX) in banking favors digital channels over traditional in-person interactions. So are bank advisors a thing of the past? Quite the opposite. Thanks...
Alors que les attentes des clients sont toujours plus fortes et que la qualité de leur expérience n’a jamais eu autant d’importance, les entreprises cherchent des moyens de fournir...