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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Millennials Want What All Consumers Want – A Good Customer Experience

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The fastest-growing consumer demographic, millennials, will probably continue to shake things up for the contact center industry. This tech-forward generation seems to know how to keep companies on their toes. However, what may come as a surprise is that while they may prefer more convenient and technical channels for customer service, like mobile and chat, […]

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Are You Prepared to Offer Customer Service via Text/SMS?

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I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Nonetheless I do relate to a lot of the stereotypes associated with my generation, although I don’t remember getting a trophy when we lost, I think that must […]

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The Omnichannel Agent Experience

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In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs), email, chat, co-browse, SMS, social media and video. Contact center agents, and other company employees, must be able to deliver a consistent, […]

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The “Squeaky Wheel” – A Contact Center’s Best Implementation Friend

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Every contact center team has that “one” person – the ringleader, the group gossiper, the self-appointed team advocate, the squeaky wheel. Regardless of what you call them, this person can be the biggest thorn in your side or your biggest advocate. When it comes to implementing a new technology solution, engaging this individual in the […]

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Transform Data into Decisions – Mobile Mini Improves Efficiency 85%

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Cloud technology is not only here to stay but it’s poised to be the leading deployment model within just a few years. The continued attention and benefits that cloud technology provides is evolving a pace that legacy (on-premises) technology simply can’t keep up with. Besides the straight forward cost and efficiency benefits that this kind […]

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5 Call Center Trends That Stand the Test of Time

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This blog is the first one in a series of posts on trends in the contact center. Quick excursion into Call Center history: Call Centers received mainstream attention after Rockwell patented their Galaxy Automatic Call Distributor (ACD) back in 1973. Obviously call centers have evolved since the 70s, but there are some call center trends […]

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