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Customer Engagement

As the world grows more complex, compliance regulations have made recording more important than ever. However, recording today involves far more than capturing calls—we must also include IM, video, desktop screens, app/screen sharing, white boarding, file transfer, SMS and other types of electronic ...
In 2018, the contact center industry will be all about automation. The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation ...
In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that ...
The recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. These capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from ...
You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for ...
Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding ...

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