Delivering remarkable customer experiences is essential for organizations to gain a competitive advantage. However, for contact centers, achieving a comprehensive understanding of ever-evolving customer needs
While interacting with customers, contact center agents collect a huge chunk of information. However, these valuable insights get lost without the partnership between technology and
From being just a buzzword, Artificial Intelligence is now a key enabler for disrupting and optimizing critical business processes. Artificial Intelligence empowers call centers in
Digitalization is optimizing the existing processes in many businesses. Adopting a new technology demands sheer determination, effective change management, and decent user adoption. However, one
From manually listening to a handful of calls to real-time monitoring 100% of customer interactions, call center quality assurance has come a long way. Rather
Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your company goals, it is important
Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal
Call centers have come along way from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers
Often a company leadership faces unending challenges especially when it comes to the rapid technological changes. Since the emergence of information technology, company communication with
In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with