Three Red Flags Your Contact Center is Falling Behind and How to Get Back on Track

Posted by Louise Gutenberg on Feb 7, 2024 11:06:16 AM

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. Case in point, PWC highlights that a staggering 32% of customers would walk away after just one bad interaction, underscoring the significance of meeting your customers' needs on the first try every time. Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. The question is — where do you begin? 

Read More

Topics: cloud security, scalability, cloud contact center, best practices, AI, automation

Top 5 CX Strategies to Optimize Your Contact Center in 2024

Posted by Louise Gutenberg on Jan 9, 2024 9:00:00 AM

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way. Chances are, however, simply adding cloud capabilities as an additional layer on top of your current communications platform will have minimal impact on your business if little thought is given to how these are weaved into your workflows and processes. For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better.

Read More

Topics: CRM, contact center, best practices, contact center integrations, customer service trends, artificial intelligence, AI, automation, business transformation

Interactive Voice Response (IVR) Best Practices

Posted by Rachel Brink on Nov 18, 2014 8:56:00 AM

Accounting for 27% of the total call experience, Interactive Voice Response (IVR) service menus help shave approximately 20% in operational costs.  But despite the immediate cost benefits, recent surveys show 83% of consumers feel IVR systems provide little to no value or are purely to benefit a company’s bottom-line without much consideration to the customer experience.  In fact, apparently only 7% of organizations currently offer an interactive voice response solution capable of delivering a better experience that of a live representative.  So while IVR solutions can absolutely provide businesses with enhanced operational efficiencies one has to wonder at what cost if the solution is outdated, poorly implemented, or over-utilized at the expense of the very thing it hopes to deliver – superior customer service and experience.  

Read More

Topics: customer service, call center, contact center, IVR technology, interactive voice response, best practices, IVR menu, interactive voice response menu, IVR

Posts by Topic

See all