outbound calls

Automate Contact Center Outbound Calls and Texts for Positive ROI

Share:

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or […]

Read
cloud contact centers

How can the Forrester Wave directly impact your RFP/RFI quality?

Share:

The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and […]

Read
quality management

How are Omnichannel and Artificial Intelligence Changing Quality Management?

Share:

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Omnichannel interactions became a goal of companies when it became clear that customers wanted the ability to use multiple methods […]

Read
call center csat

How to Improve Call Center Customer Satisfaction (CSAT)

Share:

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? Let’s investigate.  CSAT is a measurement that is […]

Read
cloud contact centers

Considering the Cloud? The Forrester Wave Did the Homework

Share:

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have […]

Read
superior contact

Superior Contact’s Contact Center Scales to Deliver to Global Client Base

Share:

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Because the company provides sales, technical and business process support services to other contact […]

Read
call center technology

Transform No into Yes by Modernizing Your Call Center Technology

Share:

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. How many times each week do your conversations start with “If only” or “What if”? As in, “If only we could personalize our customer experience (CX) more […]

Read
1 2 3 145