Call center software used to be only accessible to large corporations with the resources and money to house an on-premise solution. Today, however, call center software for small businesses is both affordable and practical. Effective, advanced contact center software is a must for any business looking to provide seamless, personalized customer experiences. There are many […]Continue reading
In the contact center industry, the customer is king. Discussions within the contact center industry always center on the customer and how to best serve the customer’s needs. Discussions on metrics, integrations, customer journeys, and emerging channels center on how to better connect with the customer. However, the people who often get left out of […]Continue reading
Customer Contact Week (CCW) events are the world’s largest events in the customer experience/contact center space. This year, we went to the annual CCW event in Las Vegas, and then the annual CCW Europe event, which took place in Amsterdam, Netherlands, earlier this month. For those looking for great CX in Amsterdam, we wanted to […]Continue reading
Automatic dialers, or auto dialers, are powerful tools that can streamline your outbound calls and make the process much more efficient. They can also, however, create trouble for your call center due to the legal regulations and public perception of autodialing technology. In this blog, we’ll explore what autodialers are, what they should be capable […]Continue reading
“This call may be monitored or recorded for quality assurance purposes” is something we’ve all heard on the phone when dialing in with a company’s customer service department. But what does this sentence mean? What are they recording and how are they using it? And what are the legal implications of it?
Next week is SOCAP’s annual conference, Re-Imagine Customer Care. The title alone has me excited to learn about new processes and technology for improving and, dare I say, re-imagining customer care. If you are attending the conference to learn more about the changes in customer care, you are not alone. More C-level executives rank customer […]Continue reading
In an increasingly digital world, when it comes to customer experience (CX), companies want to become modern digital businesses that personalize CX much like mom-and-pop companies of the past.
Last week, G2 Crowd released its Fall 2019 CCaaS grid and market report. The report is aimed at helping companies narrow down technology options when searching for a new cloud contact center partner. The report uses unbiased, real customer data and reviews to judge the vendors on different indexes. Indexes include a usability index, an […]Continue reading