How to Create Real-World Loyalty
As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations operate and then accelerated how businesses responded to years of...
Video Fatigue? Not in Customer Contact
Video has been refined for use in business for over 15 years and it is certainly a key part of any digital transformation strategy.
But while the industry has talked about the use of...
Boosting Business Prospects with the Physical Multichannel
The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year. However, while it might have felt like the pandemic was driving us closer to some...
Transform Your Contact Center from an Expense to a Revenue Source
No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well.
Contact centers are often seen as an expensive but necessary line item that should...
3 Tips for Embracing an Agile Approach to Digital Transformation
While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies approach transformation haphazardly without understanding how new technologies will impact...
How to Make Your Contact Center Digital Transformation a Success
I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation. The following are the questions and answers regarding their lessons...
