As traditional brick and mortar stores continue to struggle in an increasingly global economy, businesses have been forced to shift their approach to customer engagement just to survive. While metrics, such as carrying a superior product or offering the lowest price, may have attracted consumers in the past, almost 90 percent of companies are now …
How Artificial Intelligence Is Revolutionizing the Customer Journey Read More »
When a company is set in its ways, it can be a hard rush to encourage managers to create lasting change. This is as true for call centers as it is for other types of businesses. One aspect where companies can become stubborn is communication. A business that has excelled from taking only phone calls …
Why You Need Omnichannel Customer Engagement Solutions? Read More »
Images from the movies and popular culture might have you believing that machines are taking over the world. Cars carry on conversations with drivers or just drive themselves, robots are depicted as suitable dating partners, and that smartphone you keep on hand 24/7 probably recognizes your voice, face, and other biometrics. Contacting your utility company, …
How Artificial Intelligence Humanizes Employee Communications and Customer Engagement Read More »
Learn what customer engagement truly means in the call center industry, distinguishing it from satisfaction, delight, loyalty, and service.
Objectivity Contact center reliability in terms of delivering the value promised to customers depends largely on the performance of individual employees. Thus, in order to ensure that optimal effort is given on each and every call, management teams are required to implement contact center quality monitoring (QM). In most cases, this task is performed by …
Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring Read More »
Technology is changing every day and only getting better, and what’s amazing is how people are taking advantage of these new tools. Businesses are now handling transactions online and consumers like it. If you have never tried chat for your customer service or sales, you may want to consider it as a viable option, especially …
If customer retention is a priority for growth this year, then you have to get serious about your customer experience. A priority for any customer experience should be allowing you customers to choose how they interact with your business and for the millennial generation, live chat for customer service is quickly becoming a preferred option. …
Why You Need an Integrated Customer Engagement Platform (ICE) Read More »
Call center environments are constantly changing with the trends, just like any other business in this century. To keep up with the trends and meet customers where they are you need to embrace practical strategies. To start, consider who you are, where you want to go, your capacity and your customers’ profile. To integrate means …
Is Your Call Center Ready to Adopt Integrated Customer Engagement? Read More »
Online shoppers have proven time and again that they’re not the most patient group, and it’s tough to blame them. With so many alternatives just a click away, it’s crucial to ensure that your web site’s support tools are both accessible and responsive at all times. This ranges from e-mail and phone communication to your …
Live Chat: How Long Can You Keep Customers Waiting? Read More »
Organizational culture is one of the latest business buzzwords cropping up in think pieces and business seminars around the country. However, for those not already in the know, getting a handle on what exactly organizational culture is and how to make it work for the various social channels of your company can be tricky. The …
How to Promote Organizational Culture Using Social Media Read More »
