contact center

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions
by Chris Bauserman
September 11, 2018
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Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become […]

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open cloud

Summer: Time for Open Roads and Open Cloud Platforms
by Chris Bauserman
July 27, 2018
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We are halfway through summer and I have one of the great summer traditions on my mind – the road trip. While most of us spend a fair amount of time our cars, often stuck in traffic during our commutes, the road trip is special. A big part of what makes road trips such a […]

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omnichannel

Omnichannel Customer Experiences: Do Consumers and Businesses See Eye-to-Eye?
by Chris Bauserman
June 7, 2018
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In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. […]

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speed

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel
by Chris Bauserman
January 16, 2018
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When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver […]

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7 myths

7 Myths of Enterprise Cloud Contact Centers, Vaporized
by Chris Bauserman
December 14, 2017
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No matter how desirable innovation may be, we all have nagging doubts about new and beneficial solutions. It’s human nature to stick with well-established routes and adhere to what seems to be the safest path. Over time, nagging doubts—even when inaccurate or outdated—can earn myth status. Certain myths about cloud have developed in large contact […]

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millennial customers

3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers
by Chris Bauserman
December 12, 2017
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When it comes to brands, millennial customers are not lacking for options. The first generation raised on digital tools, the ability to research and choose among thousands of search results is second nature. This has fundamentally changed the nature of their relationships with businesses, as they now favor experience over function. The 1:1 relationship—the interactions […]

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Time to Change the (Omni)channel
by Chris Bauserman
September 6, 2017
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If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road to resolution, and more emotions will begin to bubble to the surface – such as anger. A live agent should be well equipped […]

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contact center customer experience

Make Customer Experience a Differentiator for Your Contact Center
by Chris Bauserman
August 17, 2017
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Certain industries are notorious for their poor customer service, and on the flip side, there are a few companies that are memorable for providing an outstanding customer experience. Why? Because it’s a differentiator that attracts new customers, and retains existing ones. While delivering a great customer experience is a powerful competitive advantage, maintaining that edge […]

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