The Latest Trends and Thought Leadership for Contact Centers

If you're running a call center, then you want to know how to decrease average handle time in a call center.  This can be a challenge, but with the right strategies in place, it is definitely achievable. After all, a high AHT can lead to customer dissatisfaction and...

Table of contentsWhat is a virtual call center?How do virtual call centers work?Virtual customer service representativesVirtual agentsEfficient quality monitoring When people think of the term “virtual customer service representative” different things might come to...

One of the most important aspects of any company is its customer communication management. Although omnichannel platforms give customers more flexibility when it comes to how they choose to communicate, it’s critical for companies to know how to communicate with them....

very business knows that they should always strive to have a thorough understanding of their customer base.

customer satisfaction improvement is one of the most important goals for any company, regardless of the industry. When your business model relies heavily on regular communication between customers and company representatives, narrowing down the best way to deliver an...

One of the top ways to enhance the customer journey is by thoroughly understanding and delivering on their needs. For many companies, this can be difficult. The impression a company receives about its customers could only be what agents convey. Customers may keep...

Not all scary stories involve monsters and ghosts. You don’t even need a haunted house or an abandoned, decrepit warehouse in the middle of nowhere to set a spooky scene. Some of the most chilling tales actually take place in call centers as these tales from the...

Your customer experience needs an “experience membrane — and no, that’s not some mad scientist Halloween pun. It’s actually a way of thinking about the barrier to entry and friction created by your support processes. All of the systems, tools, and workflows you use...

CX cloud technology is constantly evolving, and the customer service solutions call centers employ to enhance the customer experience have changed right along with it. Fifteen years ago, texting a customer service agent for support for your Internet service would’ve...

Call centers with customer support tools need the right solutions to get the job done.