Well-established processes are crucial for service desks and customer service centers. Relying on a standardized approach to tasks and operations helps to ensure that customers have positive experiences at every touchpoint.
Well-established processes are crucial for service desks and customer service centers. Relying on a standardized approach to tasks and operations helps to ensure that customers have positive experiences at every touchpoint.
Topics: voice, contact center technology, customer service management, digital transformation, SMS
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
Today’s customers don’t just want tailored experiences, they expect them. This is even truer when they reach out to contact centers to receive support for an issue. Customers crave one-on-one interactions with agents who are empathetic to their frustrations and able to provide useful solutions.
Topics: customer experience, omnichannel, contact center technology, ServiceNow
Technology has become the lifeblood of the contact center and the framework upon which exceptional customer experiences are built. Enabling front-line agents to more effectively engage with customers, and businesses to optimize their contact center’s operations, the technology chosen plays a large role in the success and efficiency of an organization. To uncover the top technology priorities of contact centers in the coming months, Call Center IQ (CCIQ) surveyed a number of businesses for its “Executive Report on Contact Center Technology”, sponsored by 3CLogic, and identified the following features on their wish lists, in order of importance.
Topics: call center, contact center, contact center technology, call center technology