Contact Center Self Service and the Customer Experience
Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.
Supply Relevant, Personalized Information with Outbound Notifications
Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they want and need. Businesses are realizing the benefits, both in terms of increased customer loyalty and actual cost savings.
Deliver Cohesive Business Results in your Contact Center
A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one infrastructure built from a number of niche solutions, so that multiple products and channels can be brought into a single design in the cloud.
Proactive Change – Good for the User Experience
Remaining complacent during this time of disruptive change in customer experience is not the best way to sustain your business’s success and vitality. Out of date back office systems and processes need to be dealt with proactively, responding to the increasingly demanding consumer who expect a fast and easy user experience.Read More
Optimizing Your Contact Center Performance
A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions.
Consider Digital Transformation in Your Contact Center
As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact the perception of the company to their customer – and to the company’s bottom line. Most likely, your contact center will benefit from a digital transformation.
How to Achieve the Ultimate User Experience
User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the agent they need to talk to even faster. An effective interaction interface is intuitive. It is efficient, saving customers time and frustration. And it communicates clearly and is easy to use, making the experience a customer has a positive one.
Calculating the Business Value of Migrating to the Cloud
When it comes to a cloud migration, it’s important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization’s bottom line must be quantified for the benefits to the company to be obvious.
3 Tips to Help Your Cloud Migration Take Flight
Cloud technology is undoubtedly one of the leading enablers of business and IT efficiency. And as with any major shift in process or technology, the migration process can be complex.
Four Steps to Applied AI
Recent experience has taught me that perceptions of applied AI in the contact center generally fall into two categories. There is the “magic bullet” camp that perceives AI as the glorious solution to all problems that have ever existed, and there are the “healthy skeptics” that believe that AI is too expensive, out of reach, and overly complicated for their environment. Unsurprisingly, there is a bit of truth in each perspective, with reality living somewhere in that grayish middle ground. You may be asking “how do I know if it makes sense for me and my environment?” The good news is that there is a repeatable pattern to help you answer that very question.