Contact centers have long been grappling with high agent turnover rates, a challenge that significantly impacts their efficiency, customer satisfaction, and bottom line. The contact center industry, notorious for its high attrition rates, has found this issue further exacerbated by recent global events, including the shift to remote work. Understanding the root causes of high…
The integration of advanced AI technology into call centers is a relatively recent development. However, companies have been using interactive voice response (IVR) systems and even natural language processing (NLP) since the mid-2000s. But the capabilities of those technologies are what has exploded. Today, AI-powered chatbots, voice assistants, and sentiment analysis tools are commonly used…
Many of our clients ask us about CCaaS vs. UCaaS; and when it’s appropriate to use one or the other. Here, we seek to help answer these common questions. First, if you have a customer service contact center with more than 25 Customer Service agents, you should be considering CCaaS vs. UCaaS. 25 Customer Service…
We have all been there. We hire a customer service agent; spend time, money, and resources to train them. And in 8 weeks, that agent has gone across the street to another contact center for an extra $.25/ hour. Here, we will explore the formula to reduce contact center turnover by engaging your agents. This…
Integration platforms are taking the market by storm, and for good reason. According to a Dun & Bradstreet/Forrester Consulting report, “the greatest challenge organizations face in meeting their marketing and sales objectives is managing data and sharing insights that drive actions across organizational silos.” To bridge these silos, more than a quarter of business leaders are now…
Best practices for remote workforces are still being defined. In an employee-centric market, focusing on your culture may be the only way to attract and retain talent. The lack of in-person connection puts a new focus on how to build a culture that’s still apparent in the day-to-day experience of all employees, no matter where…
What is CTI? Many people haven’t heard that CTI (Computer Telephony Integration) is a name for technology that allows interactions on the phone and a computer to be natively integrated and coordinated. The most common use-cases for CTI are within call center or contact centers for Inside Sales, Customer Service, and Help Desk. Here we…
The workforce has undergone massive changes in the past few years. More than ever, there are ongoing debates on how organizations should be implementing flexible, hybrid, and remote work environments. There are countless software options available to utilize, including remote productivity monitoring tools and collaboration software. Therefore, it’s not always easy to decide which ones…
Welcome If you’re here, you already know that choosing the right call center software for your company is an important decision. Before we get started, we need to establish the interchangeability of call center software and contact center software. The difference is that a “contact center” implies that your customer service is delivered via multiple…
Contact Center Self-Service; it’s time to save yourself It’s no secret that The Great Resignation is affecting all industries across North America, and maybe even the world. As contact center leaders, we are not shielded from The Great Resignation. Contact Center agents are going across the street for a nickel, and at a rapid pace….
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