Articles
The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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What are some ways for service organizations to improve/reduce/relieve their overburdened service channels today?
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Companies looking to provide better CX are turning to voice solutions to offer quicker and better service customers call a contact center.
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Excellent customer experience requires striking the proper balance between AI and humans.
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The customer experience model of today looks different than it did even five years ago, yet certain pillars of customer experience remain.
With the introduction of any new tool for customer engagement, you must strive to make experiences more personal, available and efficient.
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Your company’s contact center is more than just a hotline for fielding customer questions or complaints. And if you're still viewing it that way, it’s time to say goodbye to that outdated perception. Contact centers are your hub for delivering outstanding customer service.
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Liveops is adding to its collection of training services today with a new customizable distance learning program for contact center workers called Skill Builder.
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If you’ve ever had a problem with a product, there’s a good chance you picked up the phone and called customer support.
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Amazon Web Services (AWS) just released Amazon Connect — its "simple, scalable and reliable service" for running call centers.
The service uses automatic speech recognition and artificial intelligence, some of the same technology used by Amazon.com’s own customer service system, to route and manage calls.
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The point of the deal is to create an omnichannel entity with global scale and multinational-quality reliability.
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It feels like customer service -- or rather, the lack thereof -- is making headlines on a daily basis lately. Comcast is one example of a company that has faced service misstep after misstep. And these blunders are having a lasting impact on Comcast’s brand. A recent report from SurveyMonkey found that Comcast’s
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It may sound like a simple request, but too often the forces in the customer service universe can easily undermine an organization’s efforts to deliver an exceptional, personalized experience. Please Hold While We Connect You With ...
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The reports, “Service Transformation: The Business Case” (pdf) and “Reviewing Field Service Strategy: Aligning Focus and Execution,” (pdf) provide important insights that executives should consider in redefining customer service and field service strategy.
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When speaking with a customer service agent on the phone, most customers want swift, accurate answers and a human experience. These are the findings of a new online survey conducted by Harris Poll on behalf of NICE. According to the poll, 59 percent of respondents say they most value
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