quality customer feedback

Gain Quality Customer Feedback and Avoid the Creep

Share:

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short […]

Read
unified cloud platform

Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

Share:

With $1.5 billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S.  Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.  Together they support three different channels—voice (inbound and outbound), email and chat (both inbound) […]

Read
chatbots

Do Humans Still Have a Place in Contact Centers?

Share:

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service […]

Read
artificial intelligence

The Impact of Artificial Intelligence on Today’s Contact Center

Share:

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. With nearly every major player […]

Read
retain your top call center agents

Five Tactics to Retain Your Top Call Center Agents

Share:

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention […]

Read