with modern customer service management software everyone wins

With modern customer service management software, everyone wins

Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of. Companies are fighting battles to win and keep customers based on the experiences they provide, and using the right software in their contact centers could give them the competitive edge needed to win.
5 things every contact center leader should know about customer acquisition cost

5 things every contact center leader should know about customer acquisition cost

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting. As the late US football coach Vince Lombardi said, "It takes months to find a customer… seconds to lose one.”
An inside look at contact center bpos

An inside look at contact center BPOs

Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. How have BPOs weathered this challenging period? How are they navigating this still-changing landscape and a “new normal?” And, what does the future look like in the world of BPOs?
best examples of chatbots and what makes them great

Best examples of chatbots and what makes them great

If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution. This article will provide real-life examples of effective chatbots plus tips for identifying and implementing the best chatbot for your contact center.
Security and Ethics of Contact Center AI When is AI Creepy

Security and Ethics of Contact Center AI: When is AI Creepy?

AI can yield significant benefits when it's used properly and ethically. Applying AI in the contact center can improve accuracy, efficiency, and the customer experience. If your organization doesn't use AI yet, it's probably just a matter of time. Be sure to consider ethics and data security beginning Day 1 of your project. Designing your solution right and putting good standards and governance in place will help ensure your solution isn’t creepy.