The stock market has been uncertain at best, interest rates are rising, and the Consumer Price Index — a measure of inflation — is the highest it’s been in 40 years. These signs suggest that a tighter economy might be around the corner.
The stock market has been uncertain at best, interest rates are rising, and the Consumer Price Index — a measure of inflation — is the highest it’s been in 40 years. These signs suggest that a tighter economy might be around the corner.
Topics: redundant systems, employee retention, voice, customer experience, contact center technology
What started as a few whisperings in early 2022 has become a near certainty — the U.S. is on the cusp of a recession. With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months.
Topics: agent retention, agent training, reporting and analytics, contact center technology, automation, cost savings
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 Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.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