by Yossi Abraham | Nov 24, 2020 | Blog
Prevent | Deflect | Accelerate — How to Improve Customer Experience at Every Step of the Customer Service Call There are three critical aspects of every customer service call that contact center managers must understand and be aware of if they want to make the biggest...
by Johnny Rosa | Sep 18, 2020 | Blog
IVAs Have Proven Themselves Mission Critical During COVID-19 Surges With a wave of increased inbound call volumes and a squeeze on contact center capacity from the COVID-19 pandemic, intelligent virtual assistants have quickly become a critical aspect of call centers’...
by Johnny Rosa | Sep 4, 2020 | Blog
How To Escape The Weight of Legacy Dragging Down Businesses During COVID-19 Consumer expectations have shifted rapidly over the past few years. The rise of social media and other technological innovations have changed how everyone operates in our new digital world....
by Johnny Rosa | Aug 21, 2020 | Blog
Can Self-Service Automation Help Contact Center Agents? Consumer expectations have shifted rapidly over the past few years. The rise of social media and other technological innovations have changed how everyone operates in our new digital world. Despite the speed with...
by Johnny Rosa | Aug 5, 2020 | Blog
4 Key Factors of Successful Self-Service Today’s customer experience and contact center market is rapidly changing. Modern customer journeys leverage digital channels and self-service capabilities. It is not enough for business leaders to simply implement...
by Johnny Rosa | Jun 29, 2020 | Blog
Businesses Must Let Modern Automation Solutions Help Them Get Back To Work With governments implementing various phased plans for re-opening, company leaders must carefully evaluate how to bring employees back to work and customers into stores. Masks, social...
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