Learn about the benefits of contact centre technology by exploring related blogs.
Among the hundreds of calls your centre deals with each day, it can be easy to get caught up in day-to-day issues and lose sight of overall performance. Read more →
The success of your contact centre relies on technology. While other factors like agent ability and procedural efficiency are important, even the most flexible agents in the world can get bogged down by unintuitive applications and a lack of integrated tech. Read more →
It’s the moment we all dread: you’ve just finished dialing a contact centre’s help number and wait to see if you’ll be connected to an agent or stuck in “the queue.” Once you hear the classic “Your call is important to us” and the start of elevator music, your hopes sink as you resign yourself to being stuck on hold until an agent becomes available. Read more →
Today, social media can make customer service a public conversation rather than a private experience, and businesses are under more pressure than ever to provide good customer support. Contact centres were once limited to phone outreach, but technology has created a broad range of new outreach options for consumers. Read more →
Your contact centre has one goal: to keep your customers happy. To do this, your centre only has to accomplish a million smaller goals. These range from maintaining standards of quality, the management of key performance indicators, to creative and engaging problem solving that builds on a foundational relationship with your customers. Easy enough, right? Read more →
Now more than ever, mobile phones are a hugely popular communication channel. Around the globe, mobile-only households have increased dramatically in recent years. Additionally, many people now give their mobile number as their primary contact information. In response to the mobile surge, more and more major companies are incorporating SMS into the customer service experience. But when mobile phones have been around for decades, why is adapting to SMS suddenly so important? Here are four reasons adding SMS to your multichannel contact centre strategy is more important than ever before. Read more →
We take for granted many things in the contact centre infrastructure. Being put on hold, interacting with agents on the phone and basic organizational structure all seem like reasonable practices, but the truth is that sticking to these outdated structures may be limiting the success of your organization. Read more →
Ideally, your municipal contact support centre should function as a one-stop shop. Sending residents from one department to the next with nary a solution to their worries and you’ve set yourself up for big-time disappointment. Instead of passing callers around like you’re playing a game of hot potato, municipal contact centres must ensure that they’re equipped to address residents’ needs — no matter what.
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With the widespread adoption of social media usage, it’s important to be where you customers are.
Providing customer care through social media gives you the opportunity to reach customers where they are. Social media allows you to reach them on their terms, allowing for valuable insights, the growth of relationships, and cultivating customer advocates. Find out how social media and give your contact centre a leg up and give your customers the care they’re looking for. Read more →
Now more than ever, mobile phones are a hugely popular communication channel. Around the globe, mobile-only households have increased dramatically in recent years. Additionally, many people now give their mobile number as their primary contact information. In response to the mobile surge, more and more major companies are incorporating SMS into the customer service experience. But when mobile phones have been around for decades, why is adapting to SMS suddenly so important? Here are four reasons adding SMS to your multichannel contact centre strategy is more important than ever before. Read more →