Time to Change the (Omni)channel

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If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road to resolution, and more emotions will begin to bubble to the surface – such as anger. A live agent should be well equipped […]

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contact center customer experience

Make Customer Experience a Differentiator for Your Contact Center

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Certain industries are notorious for their poor customer service, and on the flip side, there are a few companies that are memorable for providing an outstanding customer experience. Why? Because it’s a differentiator that attracts new customers, and retains existing ones. While delivering a great customer experience is a powerful competitive advantage, maintaining that edge […]

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Elevated Customer Experience Means Fast Action and Human Interaction

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With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction Brands should tune into their customer preferences to ensure they’re providing the best possible experience. Customers want […]

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To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

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As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.  Sheila McGee-Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the […]

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After Avaya – Keep Moving Forward, No Matter How the Bankruptcy is Resolved

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After the Avaya bankruptcy announcement, it is natural that Avaya customers are taking this time to reevaluate the future technology supporting their contact centers.  At Avaya Engage last week, management sought to rally customers and partners, but that was tempered with news that Avaya is pulling out of its sponsorship and official participation in Enterprise […]

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