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by Andy Watson

The one contact center feature that nobody thinks about – but should

Businesses looking to replace a legacy contact center solution or those interested in implementing a Contact Center as-a-service (CCaaS) platform for the first time have many choices available. It can be overwhelming to look at multiple vendors and perform a feature-by-feature comparison. It may also be unnecessary. The truth is...


by Andy Watson

Three reasons why businesses should integrate their CRM with their contact center

Businesses use customer relationship management (CRM) systems to manage and track customer activities. They use contact center solutions to manage customer interactions. Over time, many businesses have realized that combining the two can enhance the customer service experience. What are some of the key benefits of combining CRM systems with...


by Andy Watson

Two lessons 2020 taught about customer service

Perhaps no business function was more impacted by the events of 2020 than customer service. From logistical issues to unpredictable demand, the year had a tremendous effect on most businesses. What lessons, if any, can be learned from 2020 as businesses move into 2021? SUPPORT FOR REMOTE WORKING IS CRITICAL...


by Andy Watson

TWO THINGS BUSINESSES CAN LEARN FROM REPORTING

An IVR-only call center can enable businesses to serve customers more effectively than a single, direct line, but migrating operations to a full-featured contact center can provide multiple benefits. Perhaps one of the most important is the monitoring and analytics capabilities. Today's contact center solutions can track everything, from high-level...


by Andy Watson

FIVE QUESTIONS TO ASK BEFORE SETTING UP AN IVR

It's no secret that customers want a good experience when contacting a business, but how many bad experiences will it take to make them consider switching to a competitor? A recent survey showed some interesting data: 15% of consumers will consider leaving after just one bad interaction 52% will potentially...


by Andy Watson

Three Considerations for Unanswered Automated Calls

A previous blog post discussed the benefits of using automated outbound dialers for many use cases, such as cold calling, debt collection, and market research. They are more efficient than manual dialing, leading to resources being utilized more effectively, increasing the number of calls per day, and, in turn, growing...


by Andy Watson

Three Tips to Survive the Holiday Rush

For many, the holiday season is something to look forward to, especially as the tumultuous year of 2020 draws to a close. It is a chance to slow down, spend time with family and friends, and, of course, shop! Black Friday and Cyber Monday have an enormous impact on retailers....


by Andy Watson

Two Reasons Online Engagement Matters – Part Two

The previous blog post in this series examined the need for businesses to reexamine how they engage with their customers. Word of mouth and advertising are less effective today, as consumers do their research online. They look at positive reviews, negative reviews, and how businesses respond to reviews (if at...


by Andy Watson

Two Reasons Online Engagement Matters – Part One

Before the Internet, the reputation of a business was mostly reliant on word of mouth. This could be organically through family or friends discussing their experience, or using paid promotions such as advertisements with testimonials. Although the concept of business reputation has stayed the same, the delivery methods and customer...


by Andy Watson

Three Ways Artificial Intelligence can Improve Customer Service

In the past, contact centers were entirely dependant on human capital to handle service interactions. However, as businesses desired to streamline operations, they have looked to Artificial Intelligence (AI) technology. This post will discuss three ways that incorporating AI into the customer service workflow can improve the customer experience and...