Outdated on-premises contact center platform reviewed by call contact center manager

The Devil I Know vs. The Devil I Don’t in the Call Center

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Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. I’m not sure why “the devil” gets […]

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social customer service

4 Ways to Utilize Social Customer Service Agents More Effectively

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Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the […]

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email

It Turns Out, Customers LIKE Email

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As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out […]

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social customer service

Empathetic Social Customer Service Means More Than Typing Sorry

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Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little […]

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super saver

Enjoy the Super Saver Rate for Interactions 2020

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We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now!  Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative […]

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unified cloud platform

Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

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With $1.5 billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S.  Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.  Together they support three different channels—voice (inbound and outbound), email and chat (both inbound) […]

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artificial intelligence

The Impact of Artificial Intelligence on Today’s Contact Center

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Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. With nearly every major player […]

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customer engagement

A Customer Engagement Hub in Less than Three Weeks

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Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks.  With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat […]

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