Tag: omnichannel

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting...

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we...

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now!...

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...

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....

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...