Now that the customer experience (CX) is overtaking price and product as a brand’s key differentiator, organizations are increasingly seeking ways to minimize hold times and improve interactions. But many contact centers lack control over when a call is answered and by whom, and they often have no way of identifying callers prior to speaking with them.
Topics: IVR, call handling procedures, intelligent routing
Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks and complexity associated with turning innovation from concept to reality.
Topics: customer service, call center, crm integration, cloud call center, self-service, cloud, customer service team, cloud call center solution, artificial intelligence, telephony CRM integration, voice platform, digitaltransformation, intelligent routing
For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work.
Topics: work from home, omnichannel, customer service team, cloud call center solution, ServiceNow, speech analytics, voice platform, digital workflows, digitaltransformation, COVID19, intelligent routing
