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?
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Topics:
cloud security,
scalability,
cloud contact center,
best practices,
AI,
automation
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.
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Topics:
CRM,
contact center,
best practices,
contact center integrations,
customer service trends,
artificial intelligence,
AI,
automation,
business transformation
Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support.
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Topics:
IVR,
ServiceNow,
automation,
webinar,
voice workflows
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.
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Topics:
agent retention,
agent training,
reporting and analytics,
contact center technology,
automation,
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.
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Topics:
IVR,
ServiceNow,
automation,
citizen services
Just a few decades ago, artificial intelligence (AI) seemed relegated to the world of science fiction. But times have changed. We now know that AI isn’t synonymous with the lifelike robots depicted in TV shows, movies, and books — it actually enables many applications that benefit individuals and organizations alike.
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Topics:
personalized customer service,
artificial intelligence,
AI,
automation,
voice AI