If you need proof that contact centers are far different today than they were several years ago, just think of the term itself. Call centers that focused on phone-based support eventually transformed into robust departments that interact with customers on channels such as email, SMS, live chat, and more. The modern contact center emerged.
Topics: remote agents, VOIP, call center technology, computer telephony integration, cost savings
Digital transformation in the private sector helped 80% of companies weather the economic slowdown during the pandemic. But the team at Delaware’s Department of Labor is proof that public sector leaders can also benefit from the operational efficiencies that cloud-based contact center services provide.
Topics: IVR, ServiceNow, automation, citizen services
In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.
Topics: CRM, contact center integrations, call center solutions, CSM, Customer Experience Management
Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.
Topics: customer experience, reporting and analytics, contact center integrations, ServiceNow
When a customer dials up a contact center for support, it’s easy for them to assume the agent on the other end is doing little more than placing them on hold or routing them to someone else. The reality, of course, is far different. Contact center agents have incredibly challenging jobs that involve in-depth knowledge of their company’s products and services, solving problems on the fly, and navigating conversations with empathy.
