Voice broadcasting, call routing, call recording, call tracking, and workforce optimization are some of the key goals that every company’s contact center plans on attaining. What if you have a greater chance of achieving all these goals with call center…

Currently, the world is pretty absorbed in AI or artificial intelligence. From tech giants such as Facebook, Amazon, Microsoft, and Google to start-up incubators tucked away in the suburban areas of San Francisco, everyone is devoting their time and money…

Considering excellent customer experience is the only basis of sustainable differentiation in the competition to win the new generation of tech-savvy customers, and the only way for call centers to attain this is through digital transformation. Today, digital technology is…

Call centers have gone through an unimaginable evolution over the last couple of years. Companies have embraced the idea of omnichannel call center so that they can engage with customers on their terms. And digital channel – in the form of social…

As technology improves, we all have that ultimate dream of having all our issues resolved at a click of a button. No matter the impediment. No matter the platform…prompt solutions and quality experiences. It is now common knowledge that Artificial…

Most customer experience professionals know their way around improving touch points along the customer journey, however overhauling the whole customer journey can feel like a huge task even for them. One way to deal with such a task is by simplifying…

Customer engagement is important to your business strategy. It has been proven to boost employee productivity, improve customer loyalty, and have a positive effect on the bottom line. Today’s most progressive companies are espousing a customer-first mentality to surpass consumer…

In 2018, 75% of businesses will include some form of artificial intelligence in their operations. Artificial Intelligence is quickly becoming the primary way that businesses can expand their capabilities without additional expenses on the costs of hiring and training employees.…

Excellent customer interaction doesn’t just blossom with one instance of a business engagement: it takes a couple of good experiences to earn your customer’s loyalty—and only one negative experience to lose it. To maintain a positive outlook, companies must have…

In the past couple of years, the idea of the “virtual assistant” has developed from a novelty à la Clippy — the renowned unruly cartoon paper clip that appeared in initial versions of Microsoft Office — to sophisticated and progressively…