Call Center Phones: Choosing the Right System
Find out which call center phones are best for your workspace, and compare the benefits of various call center telephone systems.| VirtualPBX
Find out which call center phones are best for your workspace, and compare the benefits of various call center telephone systems.| VirtualPBX
The longevity of a non-profit is all about relationships. The more you can nurture relationships with your donors and volunteers, the more resources you’ll have at your fingertips to drive giving and fulfill your mission. But if you’re trying to build those relationships using an offshore team, you might find yourself facing an uphill battle. […] The post Why Non-Profits Need 100% US-Based Agents appeared first on ACD Direct.| ACD Direct
Flutterwave achieved the reliability, scalability, and omnichannel integration necessary to support its rapid growth across Africa.| AVOXI
From Microsoft’s new-look AI agent to a Lenovo customer service AI chatbot weakness, here are extracts from some of this week’s most popular news stories. Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent Microsoft has announced its new-look Customer Intent Agent in a move it describes as “accelerating the journey toward […]| CX Today
Microsoft has announced its new-look Customer Intent Agent in a move it describes as “accelerating the journey toward fully autonomous contact centers.” The tech giant first unveiled the Customer Intent Agent, available across its Dynamics 365 Contact Center and Customer Service offerings, in January 2025. Upon the original announcement, Microsoft showcased how the AI Agent […]| CX Today
Lenovo is the latest high-profile brand to have a security flaw exposed in its AI customer service chatbot. Indeed, Security Researchers at Cybernews opened up Lenovo’s ChatGPT-powered customer service assistant, Lena, with jaw-dropping results. Its investigation found that Lena can be tricked into providing sensitive company information and data. Cybernews researchers were able to uncover a flaw […]| CX Today
When discussing compliance risks in the contact center space, audio quality isn’t usually the first thing that comes to mind. However, according to Verizon’s 2024 Data Breach Investigations Report, more than two-thirds (68%) of data breaches involve some form of non-malicious human error – a reminder that even the best systems fail when basic communication […]| CX Today
Watch on YouTube In this CX Today interview, Deputy Editor Rhys Fisher sits down with Mackenzie Ellis, Solutions Specialist at ComputerTalk, to unpack how AI is transforming the agent experience. Far from the old “robots replacing humans” narrative, Mackenzie shares real-world examples of AI acting as a co-pilot – from streamlining repetitive tasks to enabling […]| CX Today
CX Today covers Contact Center news including Artificial Intelligence and more.| CX Today
If everyone is using AI, what truly sets one brand apart from another?| ACD Direct
ENGIE Impact: From Voice Chaos to Global Clarity Consolidation provides cost reduction and streamlined processes Solution AreasConsolidation of Providers IndustryEnergy Company SizeMid-Size RegionGlobal Schedule a Demo 80% Cost Reduction | 6 Systems Reduced to 1 | 1,300 Agents Migrated in One Day 80% Cost Reduction 6 Systems Reduced to 1 1,300 Agents Migrated in One… The post ENGIE Impact: From Voice Chaos to Global Clarity appeared first on AVOXI.| AVOXI
Call recorder software is a strategic necessity for contact center operations. Here are five powerful reasons your healthcare organization should be using this technology.| Spok Inc.
Scopri come XCALLY garantisce la piena conformità al GDPR con funzionalità avanzate per la sicurezza dei dati, crittografia delle chiamate, gestione delle password e protocolli sicuri.| XCALLY
CX Today covers Contact Center news including CCaaS, Security and Compliance and more.| CX Today
Contact center AI, in che modo l'uso dell'intelligenza artificiale sa rivoluzionando l'approccio alla customer care?| XCALLY
In the world of cybersecurity, the term Security Operations Center (SOC) carries significant weight. It evokes images of highly skilled analysts working around the clock to detect, respond to, and mitigate cyber threats. However, not all SOCs live up to this expectation. If a SOC lacks core functions like triage, analysis, assessment, and remedial action, it’s not truly a SOC—it’s merely a contact center masquerading as one. Let’s explore why these functions are non-negotiable for a...| PwnDefend
Discover strategies for building trust through the knowledge of remote and virtual teams, resulting in higher outcomes and productivity.| VirtualPBX
Scopri come migliorare il client engagement della tua azienda attraverso strategie innovative e soluzioni tecnologiche avanzate come XCALLY.| XCALLY
Call center KPI metrics track efficiency, productivity, and customer satisfaction within call centers. From first call resolution (FCR) to abandoned call rates and average handle time (AHT), VirtualPBX Live Dashboards can display a multitude of insights.This week, we’re excited to … Continue reading → The post New Reporting Tools For Call Center KPI Metrics appeared first on VirtualPBX.| VirtualPBX
Compare the best business VoIP service providers for enterprises in 2025. Discover solutions with global reach, seamless CRM integration, and scalable features.| AVOXI
Learn how to improve your company's client engagement through innovative strategies and advanced technology solutions such as XCALLY.| XCALLY
HP’s Recent Customer Service Controversy Shows Why Companies Need Better CX Strategies Last month, HP made headlines for all the wrong reasons when it implemented a controversial 15-minute delay before customers could speak with human agents. The policy, meant to encourage digital adoption and self-service options, sparked immediate backlash from customers who felt they were […]| CommBox
In this guide, we'll delve into the core duties of call center representatives, exploring how they master customer service excellence.| VirtualPBX
Optimize voice management across UCaaS and CCaaS with this in-depth guide for enterprise IT leaders. Learn how to streamline global operations, enhance call quality, and reduce costs with a unified voice strategy.| AVOXI
In today's fast-paced business world, integrating AI into your contact center is no longer optional - it's a necessity. The real question is where to| Servion Blog
Reactive communications regarding changes in bills drive customers to call your contact center. Learn how to prevent bill confusion using AI.| CSG
This guide breaks down real-world, actionable employee retention strategies to create an environment where employees want to stay.| Broadvoice
As Avaya focuses on enterprises, mid-market companies must look for an Avaya alternative for their contact centers. Here's where to start.| Broadvoice
Track the right call center performance metrics in 2025 to boost efficiency, improve worker retention, and deliver exceptional customer experiences. Learn the 12 essential KPIs now.| Broadvoice
Boost contact center performance by enhancing employee experience. Discover actionable strategies to improve culture, technology, and processes for happier agents and better customer outcomes.| Broadvoice
The Average Handling Time (AHT) remains a crucial metric in contact centers, despite the evolving landscape of customer service. It’s a key indicator that helps balance cost control with quality customer experience. AHT measures the average duration of customer interactions, including talk time, hold time, and after-call work, thus giving a comprehensive view of an […] The post Average Handling Time (AHT): still the lynchpin of contact centers management? appeared first on Servion Blog.| Servion Blog
Customer service is a crucial aspect of any business, as it directly impacts customer satisfaction, loyalty, and overall brand reputation. However, despite advancements in technology and the availability of various customer service channels, it is still not uncommon to encounter poor customer service experiences. This raises the question: Why is customer service still a challenge […] The post Why is customer service still a challenge in today’s business landscape? appeared first on Servio...| Servion Blog
In the wake of the COVID-19 pandemic, businesses across the globe have experienced a paradigm shift in the way they operate. The traditional brick-and-mortar call centers have given way to virtual contact centers, where customer service agents and sales professionals work remotely. This transition to remote call centers has not only allowed companies to continue […] The post The Evolution of Remote Call Centers: Enhancing Customer Experience in a Virtual World appeared first on Servion Blog.| Servion Blog
Do you understand all the touchpoints your customers have and/or use to engage with your organization? You’re not seeing the full picture if you only monitor contact center activity. Today’s customers interact with brands in seemingly infinite ways, from viewing ads on social media to reading reviews to visiting stores and engaging in online communities. […] The post From Interactions to Journeys: How to Start Managing CX Holistically appeared first on Servion Blog.| Servion Blog
The contact center agent is one of the most intensively monitored occupations in the world. Admittedly, in recent times, employee monitoring and surveillance have increased, and we have seen the advent of tools tracking workers both at the office and in the field. In a contact center, from the moment they log in to the […] The post Why isn’t anyone talking about contact center reporting? appeared first on Servion Blog.| Servion Blog
Customers are buying and the economy is growing, but is your contact center hurting? Contact rates are at an all-time high and agent staffing is at an all-time low. How do you handle more inquiries using fewer (or at the very least, the same) resources? This is where Artificial Intelligence (AI) and omnichannel come into […] The post Why AI and Omnichannel Are Today’s Top CX Investments appeared first on Servion Blog.| Servion Blog
Worried about the economic slowdown? Most executives are, and they’re going into cost-cutting mode. One area you should not decrease investment in, however, is your contact center. Personal consumption is growing year-over-year, and contact rates are growing right along with it. What happens if your customers try to engage with your business and there’s sloppy service […] The post Cutting Corporate Spending? Don’t Touch Your Contact Center appeared first on Servion Blog.| Servion Blog
The old “frog in boiling water” metaphor accurately describes today’s financial services industry. Disruptive technologies like AI and automation? Crank the heat up. Cybercriminals with a penchant for high-risk industries? Turn it up a little more. Fintech start-ups and tech giants competing for market share? It’s simmering now. Did you hear about the Great Resignation? […] The post Leveraging Digital Engineering for Digital Transformation in Financial Services appeared first on Ser...| Servion Blog
A high-performance customer service culture is all about maximizing employee performance without damaging their satisfaction, engagement, or morale. This culture makes the difference between a revenue-generating contact center where experiences and relationships thrive and a cost center where agents are no more than a number. Do your agents feel listened to and valued? Do you foster […] The post 5 steps for building a high-performance customer service culture appeared first on Servion Blog.| Servion Blog
The CX and contact center solutions provider will plant one tree for every contact center agent license sold, deployed, or managed. Princeton, New Jersey: Servion, a leading contact center and CX solutions provider, announced a new reforestation initiative dedicated to continuing in the spirit of National Forest Week in the United States. To contribute to planting […] The post Servion Announces New Reforestation Initiative With the “One Agent, One Tree” Campaign appeared first on Servi...| Servion Blog
If you still look at the contact center as a cost center where customers press 1 for X and 2 for Y, it’s only a matter of time until your business will lose customers. Digital transformation, remote work, and evolving CX expectations are just a few things fundamentally changing the way contact centers operate. Companies […] The post Four Core Areas for Contact Center Transformation appeared first on Servion Blog.| Servion Blog
The job of a contact center agent is more than picking up a phone. It requires a highly skilled, organized, multifaceted person who can make a fast impact in the workplace and on the customer experience. Just as the call center has evolved through the decades, changing in name and scope of functionality, so too […] The post The Ultimate Guide to Creating the Contact Center Super Agent appeared first on Servion Blog.| Servion Blog
Even before the Great Resignation, contact center agents have said in numerous studies that the companies they work for don’t provide the right tools to address customer service challenges. Imagine constantly lacking the technology needed to help customers effectively. Emboldened by a pandemic, you’d probably leave too. There’s only so much customer frustration you can […] The post How to Retain Contact Center Agents in a Digital, Work-from-Home World appeared first on Servion Blog.| Servion Blog
Digitization is non-negotiable for organizations, and the benefits for those getting it right are clear. Companies considered ahead of their peers with digitization initiatives report 40% improved operational efficiency, 36% faster time to market, and 35% improved customer experience. Yet most companies face a series of challenges throughout this transformation process, from strategy to technical […] The post Five Rules for Becoming a Successful, Digital-first Organization appeared first on...| Servion Blog
Cloud contact center adoption has grown among large enterprises to the point where this segment now holds the largest share of the global CCaaS market. Key drivers of this transition are digital and self-service capabilities, cited as top priorities by contact center professionals in 2021. As the world grows more interconnected and customer expectations continually […] The post Digital and Self-service Are Fueling Enterprise CCaaS Adoption. Here’s Why appeared first on Servion Blog.| Servion Blog
Speech has always been an essential part of the customer experience, especially when we need to speak with an agent about a complicated issue or to air a grievance. However, over the last few years, speech has also become a crucial part of customer self-service, allowing us to handle daily requests like paying a bill […] The post Why Every Company Should Make Conversational AI Part of their Self-service Strategy appeared first on Servion Blog.| Servion Blog
Chennai, November 24, 2021 : Servion, a leading contact center and CX solutions provider announced a new partnership with Genesys to help deliver world-class scalable cloud center and omnichannel customer experiences. Servion will leverage the power of the Genesys technology ecosystem, combined with our custom-built solutions to help clients deliver seamless and personalized customer experiences across […] The post Servion Partners with Genesys to Deliver World-class Contact Center Solut...| Servion Blog
The contact center has changed, and so too has its requirements. Tools and technologies need to be faster, smarter, and more flexible to meet current and future customer, agent, supervisor, and organizational needs. Translation: contact centers need to be AI-enabled. Eighty percent of CX leaders polled this year by Talkdesk say they believe AI will […] The post 80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefiting appeared first on Servion Blog.| Servion Blog
The public sector looks completely different in the wake of a global pandemic: COVID-19 forced governments to provide public services differently. AI and automation technologies have become significant investments for proactive outreach (anticipating citizens’ needs versus managing demand reactively) and offsetting high call volumes using digital self-service applications. Digital technology has opened the floodgates to […] The post How Does the Public Sector Benefit from CCaaS? appeared ...| Servion Blog
Technologies such as cloud, AI, and big data are now commonplace in contact centers’ customer-agent interactions, but what about the network infrastructure underneath? IT and business leaders are dealing with increased management complexity, lack of centralized visibility, and poor security across different clouds, networks, applications, and data. New research shows that more than 70% of […] The post Why SD-WAN is essential for the modern, connected contact center appeared first on Servi...| Servion Blog
Changing market trends and the disruption of a global health crisis have placed unprecedented pressure on customer service operations. As a result, we are seeing more organizations standing up a Customer Experience (CX) Center of Excellence (COE) to drive long-term value and deliver service experiences that surpass that of their competitors. A COE is a […] The post Creating a CX Center of Excellence – Their Benefits, Insights, and Examples appeared first on Servion Blog.| Servion Blog
Evolving customer behaviors and expectations, combined with the first-time impacts of a global pandemic, forced organizations to accelerate a shift to cloud for better agility, capacity management, security, disaster recovery, customer experience, and data consolidation. But what makes for cloud success? Businesses are wowed by new cloud technologies and quickly deploy them to solve specific […] The post Why Servion for Cloud — Successful Strategies, Satisfied Customers appeared first on ...| Servion Blog
Research shows 57% of customers will increase their spending with a brand they feel “connected” to. This means more than “just” customer service. It means creating meaningful service experiences based on a deep understanding of who customers are: what they like, dislike, how they’re feeling in real-time, why they do what they do, and what […] The post It’s not about “just” Service, it’s about experiences: Impress your customers with AI and Automation appeared first on Serv...| Servion Blog
The proliferation of cloud software, changing customer behaviors and expectations, and the pressures of the global health crisis are driving explosive growth in cloud contact center services. But moving your on-premises contact center to the cloud is one of the most significant technology shifts your business will face. In an industry flooded with options, how […] The post How to adopt the right Cloud Contact Center Solution for your business appeared first on Servion Blog.| Servion Blog
Ninety percent of executives polled by McKinsey say they believe the pandemic will fundamentally change the way they do business over the next five years. What does this mean for the contact center? More change, more technology, and more complexity, which requires a greater hand in managing it all. Before we get into the need […] The post COVID-led disruption is driving explosive growth in Managed Services for the contact center. Here’s what to consider. appeared first on Servion Blog.| Servion Blog
Service expectations are evolving faster than most contact centers can keep up. Customers want personalized and proactive engagement, easy self-service capabilities, and seamless connection across every touchpoint, interaction type, and device. At the same time, agents yearn for greater autonomy and access to unified customer data to better meet these evolving service needs – wherever […] The post AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and Google a...| Servion Blog
2020 has become a real-life case study for cloud-based services, including the contact center. According to Forbes, 66% of global contact centers that are not using cloud today are planning to accelerate their move to Contact Center-as-a-Service (CCaaS) as a result of the COVID-19 pandemic. The cloud enables contact centers to be more flexible and […] The post Not Getting All You Want From Your Cloud Contact Center? Take These Steps appeared first on Servion Blog.| Servion Blog
Organizations worked fast in 2020 to move their contact center employees to a remote work model (at Servion, we were helping customers – many that provide essential services – transition tens of thousands of agents to a secure, at-home setup nearly overnight). Now, the question becomes how to efficiently supervise this newly distributed agent workforce […] The post The world is now working from home. What does that mean for workforce management and customer data protection? appeared fir...| Servion Blog
The big selling point of the cloud technology for many years was its ability to ensure business continuity given a disruption. But no one ever believed that we would have a real continuity issue in the business world, until COVID-19. The global outbreak of the COVID-19 pandemic has changed all our assumptions. It has shown […] The post Adapting cloud telephony solutions during COVID-19 appeared first on Servion Blog.| Servion Blog
Successful businesses understand the importance of contact center innovation, and they’re focusing on Contact Center-as-a-Service (CCaaS) to better compete in a new reality of customer (and employee) experience: Greater agility: There are high expectations for brand engagement today, and customers expect companies to meet their pace of innovation. Cloud solutions enable faster innovation to stay […] The post Most businesses are accelerating their move to CCaaS. Here is how to plot yours a...| Servion Blog
COVID-19 pandemic has been an eye-opener for contact centers, who were hesitant to migrate to the Cloud from their legacy on-premises technologies for any reason! They were ill-prepared to deal with a global crisis at this scale with no business continuity plan in place. Without remote functionalities necessary for their agents and supervisors to urgently […] The post Best practices to improve cloud contact center security appeared first on Servion Blog.| Servion Blog
Customer experience is the feeling that every customer takes away after every interaction with a brand. It is the moment of truth that can make or mar your brand’s image. A strong customer experience has proved significant results in terms of consumers, sales, and loyalty. But many consumer-facing organizations struggle to find the way out […] The post Next-gen customer experience (CX) in a post COVID-19 era appeared first on Servion Blog.| Servion Blog
Nothing could be worse than being stuck in an old IVR (Interactive Voice Response) with a maze of frustrating self-service menus that neither connect with a contact center agent nor give any solution! In our lives, we all have gone through this misery while contacting consumer support centers to solve a simple problem or ask […] The post Conversational IVR is the new game-changer appeared first on Servion Blog.| Servion Blog
Computer Telephony Integration, or CTI, is a technology that allows a phone system to connect to computer programs such as CRM. Linking the call and caller data, today’s contact centers take advantage of CTI to gain several benefits. A CTI helps organizations gain a 360-degree view of the customer, personalize each customer-agent interaction, cut down […] The post CTI connectors – Integrating communication platforms for better Customer Experiance appeared first on Servion Blog.| Servion Blog
As worldwide concern over the COVID-19 pandemic continues to grow, contact centers across the globe look for ways to continue supporting their customers predominantly from industries like medical, travel, banking, retail, telecommunications, and insurance, where the interaction volumes have doubled and even tripled in the past few weeks. Companies large and small are hurrying up […] The post COVID-19: Ensure a quick and seamless cloud migration with Servion appeared first on Servion Blog.| Servion Blog
Ensuring compliance at contact centers today requires managers to navigate through a long list of regulations and standards in a changing regulatory environment. It is a resource-draining task for managers, compliance, and IT professionals! According to a NICE survey in 2019, 88% of contact center professionals highlighted the pressing need to implement a proactive and […] The post How automation can enforce regulatory compliance appeared first on Servion Blog.| Servion Blog
Do you know that over 25% of all data breaches that occur in a year target hospitals and healthcare facilities? The second most at-risk type of data after social security numbers, health information continues to be a treasure trove for cybercriminals. In 2019, nearly 32 million medical records were exposed in June alone. Why do […] The post HIPAA privacy and security compliance simplified appeared first on Servion Blog.| Servion Blog
Robotic Process Automation (RPA) is far from new. For the past 30 years, it has been evolving on an unimaginable scale, from an era of mainframes, screen scraping, and optical character recognition to today’s smartphones, machine learning, and artificial intelligence. Going beyond its status quo of automating repeatable, high-volume workflow tasks to maximize cost efficiency […] The post Contact Center RPA: Going beyond the normal appeared first on Servion Blog.| Servion Blog
5 Recommendations to make Work from Home Contact Centers more Effective Over the last weeks, the most urgent task has been to enable contact center agents to work at home. While not everyone is set up properly yet, most organizations are operational in this new model. They had to jump through hoops, of technical and […] The post 5 Recommendations to make Work from Home Contact Centers more Effective appeared first on Servion Blog.| Servion Blog
Last week Servion and Selligent announced a strategic partnership, the first of its kind between a customer experience company and a marketing automation company. Let me tell you why we did it and what it means. The ‘why’ stems from the realization that historically these two domains have been distinct in their approach, buying centers, […] The post When Martech Meets Real-Time Customer Experience appeared first on Servion Blog.| Servion Blog
We are excited to announce that Laurent Philonenko has been appointed as its new CEO and Board Member. Based out of San Francisco, Laurent will lead the company through its transformative phase amidst the rapidly changing business landscape. Laurent brings with him over 30 years of experience, with a proven track record of serving successful […] The post Laurent Philonenko Joins Us As Chief Executive Officer appeared first on Servion Blog.| Servion Blog
When was the last time someone surprised you? It may have been a random gift that your best buddy gave you. Maybe even a surprise birthday or anniversary party. Gestures like these put a big smile on your face since you don’t expect it to happen every day. Come the month of February, it’s hard […] The post A Spoonful Of Customer Love To Make Your E-Commerce Brand A Lot Sweeter appeared first on Servion Blog.| Servion Blog
The meaning of the word ‘cloud’ has changed over the last decade. It has become synonymous to storage, computing, technology, databases, analytics and so much more. With customers at the forefront and expecting information constantly, enterprises need to step up and migrate to a technology that can stay ahead of the complex competitive environment. That’s […] The post Six Ways Cloud Contact Centers Can Improve Agent Experience appeared first on Servion Blog.| Servion Blog
Globally, businesses – irrespective of the domain – are becoming increasingly aware of the advantages of cloud contact centers. It is more difficult than ever before to ignore the proven use cases of higher scalability, increased operational efficiency and improved customer experience – all from smaller investments. Whether private, public, hybrid or a mix of […] The post Key Factors To Consider Before Migrating Your Contact Center To The Cloud appeared first on Servion Blog.| Servion Blog
It’s 2019, and companies are no longer competing on products or pricing but on the type of experience they are delivering across customer journeys. Raise your hand, if you have ever paid a premium for a better experience. You are not alone, according to a Customer Experience Impact report by Harris Interactive/RightNow, because almost 9 […] The post Four Critical Contact Center KPIs For Customer Experience Success In 2019 appeared first on Servion Blog.| Servion Blog
When it comes to dealing with brands, customers have a clear idea of what they want. If they aren’t happy, they will let it be known. While enterprises have embraced new technologies to meet customer needs, it hasn’t always translated into seamless customer experiences. It is therefore important to re-examine your customer experience strategy, on […] The post Eight Trends That Will Shape The Future Of Customer Experience in 2019 appeared first on Servion Blog.| Servion Blog
“You had me at hello” is every brand’s aspiration for great customer experience. The experience you give your customer the first time they reach out to you is always a make-or-break scenario. If you make it, then you have gained a customer for life, well almost. You just cannot let your guard down. You must […] The post Get Your Customer At “Hello” By Going The Extra Mile appeared first on Servion Blog.| Servion Blog
We apologize for the experience you’ve had. We will definitely help you get this issue resolved. Your refund has been processed. It will reflect in your bank account in the next 3-5 days. I will ensure that your issue is resolved in the next 24 hours. Be rest assured. What if customer experiences in the […] The post 9 Ways To Manage Spikes In Your Contact Center appeared first on Servion Blog.| Servion Blog
We live in an era where almost half of the world’s population is connected to the Internet. A large percentage of them access it through mobile devices. The global mobile population accounts for 3.7 billion unique users who spend 7x more time on native mobile apps. Thus, it is not only imperative to deliver stellar […] The post How To Create Effective And Proactive Customer Service appeared first on Servion Blog.| Servion Blog
“Hey, why did you cut the call you received just now even before answering it?” “I think it must be from one of those contact center agents trying to offer me either a credit card or a loan”. “Thank you for patiently listening to my queries”. “It’s my pleasure to help you”. “Look John, I […] The post 20 Important Contact Center Metrics To Track appeared first on Servion Blog.| Servion Blog
Manufacturing guru and statistician, W. Edwards Deming, encapsulates a data-driven mindset. He says, “In God we trust, all others must bring data”. Therefore, in this age where the customer is considered as king, data is an organization’s most valuable asset, and customer analytics is the key that unlocks the value of that asset. Customer analytics […] The post Unlock The Power Of Customer Analytics To Deliver The Best Brand Experience appeared first on Servion Blog.| Servion Blog
AI, automation, and advanced analytics have reshaped customer experiences, meaning it's time to upgrade your digital transformation strategy.| Broadvoice
Explore what an omnichannel contact center is, its features, benefits, and tips for successful contact center management.| Time Doctor Blog
Get pearls of wisdom from CX industry experts to perfect the moments that matter in your omnichannel customer journey.| Sharpen
Read about what new AI technology within contact center software will transform both agent and customer experiences.| Sharpen
Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal [...] The post Thoughts on Serving Ungrateful Customers appeared first on Customer Service Life.| Customer Service Life
Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as [...]| Customer Service Life
Verint brings the contact center into broader enterprise CX with CX Automation, driven by AI and innovative center tools focused on successful outcomes.| keithdawson.ventanaresearch.com
Advanced technologies that provide real-time automated assistance to technicians can make field service a driver of successful customer experience.| keithdawson.ventanaresearch.com
Zendesk’s AI-powered platform serves needs across CX departments that improve customer engagement while achieving workforce, quality management objectives.| keithdawson.ventanaresearch.com
Today’s voice-of-the-customer tools collect feedback from voice, chat, email and social media, using GenAI to analyze voice recordings and texts.| keithdawson.ventanaresearch.com
Uniphore’s X Platform offers contact center automation and analytics while targeting a broad range of use cases by employing multiple AI modes.| keithdawson.ventanaresearch.com
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential [...]| Customer Service Life
Content Guru ups the ante on routing platforms, using AI and its own CDP to better support contact center agents in their goal to optimize customer service.| keithdawson.ventanaresearch.com
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about [...]| Customer Service Life
Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or [...]| Customer Service Life
