Tag: omnichannel
Three Ways to Boost ROI from Contact Center Tech Investment
Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...
7 Steps to Superior CX
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...
What, Exactly, Makes for Great CX?
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...
Try Omnichannel… Again
“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!...
Use the Right Tools for Internal Communication
A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
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...
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....
It’s Time to Rethink Your Approach to Supporting Customer Service Agents
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,...
3 Trends and Challenges for the CX Industry in 2019
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...
Voice-First Experiences Offer Help in the Moment
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...
Four Key Contact Center Technologies for 2019
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...
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
