When customers are looking for answers, they often attempt to try to find the answers themselves before turning to others.
During the COVID-19 pandemic, local and federal governments instituted mandatory lockdowns, requiring many organizations to switch to a remote workforce, giving agents the flexibility of working from home.
The implementation of a virtual call center allows your call center agents to set up a traditional call center in the comfort of their home office.
“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?
We are in the customer experience era, and without a winning customer experience strategy, you will be left in the dust. More and more companies are elevating their customer experience by moving to the cloud, beginning a digital transformation, and investing in technology that helps agents provide effortless and personalized experiences. Whether it’s by implementing […]Continue reading
Providing an excellent digital customer experience strategy has never been more critical. Gartner reports that 81% of executives believe they compete on customer experience above price and quality. With large corporations investing in and acknowledging the effectiveness of a stellar customer experience, it’s never been more important to understand how to deliver digital customer experience […]Continue reading
According to Contact Babel’s 2019-2020 Decision-Makers Report, the top challenge facing call centers is not having a single view of the customer across all channels. In fact 71% of the companies surveyed identified having a siloed view of the customer journey as a pain point in their current contact center operations.