Discover how Sharpen’s secure, cloud-based contact center platform protects sensitive data and ensures compliance with industry standards like HIPAA and PCI-DSS—without compromising performance or customer trust.| Sharpen
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
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
You love that your bank offers click-to-call directly from their website and mobile app. You don’t have to search for a customer service number, and you can skip repetitive authentication questions if you’re already logged into the app. You’re connected with a friendly service representative, but that’s as far as you get until things start […] The post 5 Ways to Improve First Call Resolution and Increase Response Rate 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
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
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
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
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
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
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
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
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