How Voice ID Verification Benefits Your Contact Center
If you’re wondering about voice ID verification – including what it is, how it works, and how it can benefit your contact center – here’s what you need to know.
01.10.22 10:29 AM - Comment(s)
4 Ways to Solve the Labor Crisis
So, what is at the heart of the labor crisis? How can Contact Centers, as well as other businesses, find and keep good employees in this new gig economy?
10.29.21 01:51 PM - Comment(s)
Contact Center Customer Authentication: Streamline Without Sacrificing Security
Knowledge-based authentication (KBA) is one of the most popular approaches, allowing customer service reps to confirm the identity of a caller by asking questions that only the account holder should be able to answer.
09.06.21 07:15 AM - Comment(s)
poor customer experiences
Offering an exceptional customer experience is increasingly crucial for companies that want to stay ahead of the competition. As a result, many organizations focus heavily on implementing CX strategies that lead to improvements. However, not as many are as diligent about learning from their poor cus...
09.06.21 07:00 AM - Comment(s)
humanizing data
Most contact centers use data-driven approaches to streamline operations and achieve higher levels of customer satisfaction. However, numbers alone can be insufficient if you genuinely want to take your customer experience (CX) to the next level. Instead, humanizing data before taking action is esse...
08.02.21 07:45 AM - Comment(s)
CCaaS and UCaaS
Both contact center-as-a-service (CCaaS) and unified communications-as-a-service (UCaaS) have risen to prominence in recent years. The pandemic thrust them further into the spotlight, providing avenues that made the rapid switch to a remote teams model easier to manage.   For a contact center, ...
08.02.21 07:30 AM - Comment(s)
shifting call volumes
Shifting call volumes are often challenging to manage. While most contact center managers strive to provide an exceptional customer experience, a sudden influx of calls can lead to less-than-ideal situations. Wait times rise as agents are overrun, and the quality of service may fall as representativ...
07.05.21 07:15 AM - Comment(s)
Compliance is typically a top concern for contact centers. Often, contact centers store and utilize a wide range of information, much of which can easily be classified as sensitive in nature. Plus, there can often be monitoring requirements that have to be met, ensuring interactions are checked corr...
07.05.21 07:00 AM - Comment(s)
overhaul cxIf your customer experience (CX) isn’t meeting expectations, there’s a good chance you’re missing out on opportunities. CX plays a significant role in customer satisfaction and brand reputation, both of which play a role in attracting new business and maintaining existing clients.   While updat...
05.31.21 07:15 AM - Comment(s)
intelligent virtual agents
Artificial intelligence (AI) has increasingly been making its way into the contact center world. Along with supporting improved data analytics, AI can improve the overall contact center experience, streamlining the process for customers and companies alike.   While some of the earliest iteratio...
05.31.21 07:00 AM - Comment(s)