Category: Contact Center Routing

The Human Face of Customer Experience Technology

customer experience agents

 In today’s Internet-driven and mobile-driven economy, it’s more important than ever for organizations to focus on customer experience. For many companies, this means focusing on new technology. But no matter how great the latest technology is, the customer experience will still be only as good as the employees who deliver it and the customers it Read More >

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Hello, Is It Self-Service IVR You’re Looking For? [Webinar]


How efficiently can consumers engage with your retail organization? Can your representatives resolve issues easily or are they struggling?  In today’s fiercely competitive environment, retailers need to interact with customers in a way that will keep them coming back – by optimizing your self-service IVR.  In doing this, you will answer questions quickly and handle Read More >

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Hitting the Open Road Made Easy by Self-Service

Self-Service Solutions

We are in the height of the summer road trip season – packing up the car, turning up the tunes, hitting the open road, and eventually having to stop for gas. Over the years there has been a continued evolution of the self-service gas pump. From the launch of a self-service model 50 years ago, Read More >

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Ready for Digital Channels? 3 Tips to Keep in Mind

What now.

No matter where you look and what research report you read, all roads point to consumers increasing their use of digital channels for customer service. At the same time, only a third of companies succeed at fulfilling their customers’ expectations when it comes to handling multiple channels. The pressing question for every contact center is this: Read More >

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If You Build a Cloud Contact Center, They Will Come!


Recently I was watching the classic baseball movie, Field of Dreams – you know, where the farmer hears the voice from the cornfield say, “If you build it, he will come.” The famous quote made me think: if your company asked you to build a contact center from scratch what would you do? Now, wonder Read More >

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Workforce Optimization and Your Contact Center: Five Benefits of an Integrated Solution


Workforce Optimization (WFO) solutions come in all shapes and sizes. The majority of WFO solutions find their roots in the early days of call center evolution through basic call recording capabilities and further developing into quality management and coaching solutions. At the same time, Workforce Management (WFM) solutions have greatly automated the agent forecasting and Read More >

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Is Your Customer Experience a Strange Case of Dr. Jekyll and Mr. Hyde?


Strange Case of Dr. Jekyll and Mr. Hyde is the original title of a novella by the Scottish author Robert Louis Stevenson, published in 1886. The story is about a London lawyer named Gabriel John Utterson who investigates strange occurrences between his old friend, Dr. Henry Jekyll and the evil Edward Hyde. The book is commonly associated with Read More >

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