virtual call center agent

What Is a Virtual Call Center Agent?

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At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? AI? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent […]

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call queuing

What is Call Queuing and Why Does It Matter?

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Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day.   This same rule applies when people call into your contact center.   And if you think that more people are contacting you via your digital channels instead of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark […]

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quality management

How are Omnichannel and Artificial Intelligence Changing Quality Management?

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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 […]

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superior contact

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

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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Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner.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 […]

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omnichannel customer experience

Building an Omnichannel Customer Experience

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When businesses begin to look at how they need to create a Omnichannel Customer Experience it can be overwhelming … customers are tweeting, they want to text you, they are asking other customers (in online community forums), and when it really comes down to the wire they call!  Whatever the industry, whatever the scenarios, the fact is customers have expectations and businesses […]

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interactions

Take your Interactions 2019 Experience to the Next Level with Interactions.edu

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Sharpen your skills and transform your career by attending our pre-conference sessions, Interactions.edu and take your Interactions 2019 experience to the next level! Interactions.edu offers a multitude of sessions delivered by our expert Education Specialists and Business Consultants, which are built upon an extraordinary reputation for great content. Interactions.edu is all about hands on training, […]

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Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

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Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]

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Omnichannel customer service

The Difference Between Multichannel and Omnichannel Customer Service

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Let’s start simple…     Multichannel customer service means using multiple channels to service your customers  Omnichannel customer service means using multiple channels to deliver a connected seamless experience to your customers, with consistency across channels  Omnichannel customer experience doesn’t question all channels vs some channels, but rather which channels.  Which channels are right (aka preferred) by your customers, and the experience they expect on those […]

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self-service channels

Contact Center Software can Balance Agent-assisted and Self-service Channels

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Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and […]

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