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Do Contact Center Agents Struggle to Handle Customer Queries?
…every new query that your agents encounter daily. This would act as a knowledge platform for your agents to access. For complex queries that your agents come across, create a…
Read moreTransforming Contact Center IT Challenges Into a Truly Competitive Advantage
…objectives, and come up with some examples that might resonate with most contact centers. Here it is. Assessing Your Current Contact Center It Stack Against Modern Best Practices Context: This…
Read moreEnhancing Customer Engagement through Digital Channels
…the best possible customer experiences. When your products or services are comparable to your competitor’s offerings, you know that you need to differentiate, and the only differentiator is the experience…
Read moreWhat Do Contact Center Platform Providers Need to Know About GPT-4o?
…across audio, vision, and text in real-time. The launch of GPT-4o marks a significant advancement in artificial intelligence, particularly for contact center platforms. However, with such advancements come critical considerations…
Read moreDo Customers Hold Grudges After a Bad Experience?
…in the parking lot. So, I sought out the store manager and complimented them on the experience inside. I also asked him to come out with me and observe the…
Read moreWhat Everyone Can Learn from Nordstrom’s Customer Experience?
…The Nordstrom Way Staying in business for over 100 years is rare. Thriving in business for more than 100 years – in a competitive field – is even more so….
Read moreCan Business Intelligence in Banking Grow Its Business?
…and sell to them easily. We have only scratched the surface of the potential of a business intelligence platform in this article – in reality the opportunities are plenty, and…
Read moreAgent Performance Analytics
…recognition and rewards for outstanding achievements. We managed to roll out our platform for 500 agents within 2 days for a leading bank We managed outbound and inbound campaigns for a…
Read moreAgent Assist
…agents within 2 days for a leading bank We managed outbound and inbound campaigns for a leading bank within two weeks – making it easier with our Interactive Voice Response and…
Read moreAre You Aware of the Hidden Costs of a Contact Center Platform?
…cost. Ensure you understand the data retention policies and costs, or you might get hit with unexpected bills. 9. Telecom Costs While some platforms offer integrated telephony, others may require…
Read moreWhy Is Customer Experience Broken at Most Organizations?
…wait, what’s this? A glimmer of hope Technology comes to the rescue, with a scope Gone are the days of endless waiting on hold With chatbots and AI, our problems…
Read more10 Reasons to Move Your BFSI Contact Center to the Cloud
…level of security and resilience that is provided in the cloud. Think of Google Cloud, Amazon Web Services, and Microsoft Azure 10. Compliance Compliance is vital when it comes to…
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