Customer experience is something that most people in the customer service industry are aware of. But what about the customer journey? Is the journey your consumers are going on a pleasant one - and are you making it harder or less enjoyable than it ought to be? Here, we’ll dive into the details of the customer journey in your contact center, whether you partner with other companies to provide third-party service and support or are an all-in-one business. Either way, there ...

If you’ve opened a business magazine or browsed an industry blog in the last few years, you have undoubtedly seen big businesses touting the benefits of taking their operations into the cloud. For a smaller operation, this can be both confusing and intimidating. What does moving your operation into the cloud actually mean - what would that entail and would it be safe? How difficult would it actually be to migrate everything you rely on into a cloud-based server? Here are s...

What do your top executives see when they bring up their dashboard in your facility? If they’re like the heads of many contact centers, the answer might be disappointing. Too many companies suffer from too much data and an ineffective executive dashboard to present it in. Don’t let your facility be among them. Check out this list of key metrics to include in your executive dashboard, along with some important hints on how to do so. Remember - your dashboard is only as ef...

It’s never easy to completely overhaul the way your company presents itself. Whether you’ve been in business only a few months or for many years, you have all of that time and the memories of your previous iterations working against you. Even when rebranding is for the best, it can be a difficult task, prompting many companies to wait until it’s simply unavoidable. Your contact center doesn’t have to be one of those businesses. Call center rebranding doesn’t have t...

In most businesses, keeping up with trends is important. It helps you stay relevant and keeps consumers interested in what you have to offer. In the world of the contact center, though, keeping up with - and perhaps ahead of - trends is imperative to your success. It can mean the difference in delivering a great customer experience and providing the kind of service consumers really need - or getting outpaced by those you’re in direct competition with and leaving profitabili...

“Going green” is something more and more businesses are prioritizing in the modern day. With the climate crisis on the forefront of the public’s minds, it only makes sense that so many companies hoping to stay in that public’s favor are doing their part to help get emissions and pollution output to a minimum. Fast food companies, for example, are pitching in by eliminating packaging on products where possible, trying to endear themselves to millennial and Gen Z consu...

For as long as there have been contact centers, these facilities have used traditional telephony as a way to communicate with customers. This only makes sense - everyone has a telephone of some kind in their possession or close enough to access easily. But what happens to the old standby telephone as the primary means of communicating when your customers are increasingly using digital devices? In the digital age, more and more call centers are relying on a digital voice solu...

For a long time, now, contact centers have relied heavily on the interactive voice response system - also known as IVR - to direct consumer traffic and create self-service options. It makes sense; a good IVR system can lower labor costs, improve efficiency, and enhance customer experience. But could a chat bot be doing the same thing? These days, companies are using chat bots to accomplish numerous tasks that were once the job of live agents. They can also be employed to han...

Being able to see figures and facts is an important aspect of success when growing and improving your call center’s approaches. Data visualization has long been a focus of these improvement strategies for contact centers, BPO organizations, and more. These days, though, this visualization is its own approach - and its entirely digital. Digital visualization allows for better interaction with data and a better understanding of the figures being examined. It allows for compa...

Today’s consumers are increasingly fond of self-service. Part of this comes from the convenience of self-service options; whether it’s paying a bill from the comfort of your own home or canceling a subscription without having to spend half an hour on the phone with someone, it’s an approach to customer service that fits the busy modern person’s schedule. However, a larger part of this desire for self-service options comes from the newer generations’ lack of desire...