In the contact center industry, big data and the use of it can make a big impact on the customer experience your contact center delivers. Especially for large contact centers handling high call volume, analyzing the data can help streamline your call center. Having call center analytics software in your contact center is crucial for […]Continue reading
To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data has been a breath of fresh air. Republic Wireless took on traditional carriers with a “Wi-Fi first” model, where calls and data default to Wi-Fi and use cellular networks only when […]Continue reading
Call center efficiency is important in the contact center industry. Better call center efficiency means better ROI, more satisfied customers, and empowered call center agents. There are many metrics and strategies used in the industry to measure efficiency. In this blog, we’ll talk about the technologies that your call center needs to boost call center […]Continue reading
If you talk to CX experts, Call Center IT Directors, and CXO’s about why they moved their contact center to the cloud, they will most likely reply with a variety of answers. But ROI is always at the top of the list. A cloud contact center solution provides companies with a huge return on investment […]Continue reading
In the contact center industry, especially in the field of outbound call centers, efficiency is the main focus. Discussions within the field of outbound call centers always center on efficiency, high ROI, and metrics. These topics often overshadow the most important aspect of the call center, the call center agent.
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?