Humanizing Data for Better CX

By Derek Roush

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: Better Together or Separate?

By Derek Roush

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)

Struggling to Manage Shifting Call Volumes? Try This

By Derek Roush

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)

Using AI in Your Contact Center to Improve Compliance

By Derek Roush

compliance
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)

How to Overhaul CX Using AI

By Derek Roush

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)

Streamlining Your Contact Center Experience with Intelligent Virtual Agents

By Derek Roush

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)

Customer Expectations and the Future of CX

By Derek Roush

customer expectationsThe customer experience (CX) and the ability to meet or exceed customer expectations are increasingly priorities for companies, particularly those operating in competitive business landscapes. Every effort to attract and retain customers is often highly valued, largely in hopes of maintaining or gai...
05.03.21 07:15 AM - Comment(s)

Great CX Involves More Than Your Frontline Employees

By Derek Roush

customer experienceAt this point, most companies are acutely aware of the importance of the customer experience (CX). When handled properly, CX boosts loyalty, generates positive word of mouth, and bolsters the bottom line, all while giving customers precisely what they need to feel supported and valued.   When c...
05.03.21 07:00 AM - Comment(s)

How Speech Analytics Can Take Your Contact Center to the Next Level

By Derek Roush

speech analyticsWhile speech analytics is a relative newcomer to the scene, its potential for improving the contact center landscape is significant. The technology has the ability to look beyond what’s being said, effectively reading between the lines to derive greater meaning from conversational exchanges.   ...
04.05.21 07:15 AM - Comment(s)

Post-Pandemic CX – Digital Is Here to Stay

By Derek Roush

post-pandemic cxWhile the light at the end of the tunnel is getting brighter, that doesn’t mean the world will return to where it was before once the pandemic ends. This has a direct impact on how companies need to view the customer experience (CX) moving forward, as post-pandemic CX won’t necessarily resemble the ...
04.05.21 07:00 AM - Comment(s)
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