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by Bryan Lyde

Chatbots with hardhats make smart use of tax revenue

If you have ever driven on high-traffic city streets, then you likely have experienced the discomforting jolt of a large pothole. Trying to raise awareness of the municipality's issue may only exacerbate the feeling of frustration. You probably only have two options to contact someone, a call that goes to...


by Bryan Lyde

ENGAGING WITH CUSTOMERS AND TENDING TO THE CHICKENS

The COVID pandemic has shifted the mindset of consumers when interacting with businesses. It has also played a role in the mass exodus of employees from populous cities into suburban and rural areas. People were reevaluating where they live and work as the transition to working from home became a...


by Bryan Lyde

Handling VIPs and Priority Situations

Let’s face it. Businesses are born from ideas but built on relationships. People will return to buy from a car dealer every few years not because of the car, but because of their experience and the relationship they build with the dealer. People prefer the insurance company that is not just interested in renewing a policy but providing compassion and support after an emergency. How a customer is treated and how they feel at the end of an...


by Bryan Lyde

Does anyone use email anymore?

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. Despite the plethora of available communications channels, conventional methods like voice and...


by Bryan Lyde

How to Get the Most Flexible Customer Experience from the Messaging Channel

The proliferation of mobile devices and messaging applications has forever shifted the mindset for consumers when interacting with businesses. The complete reliance on voice has greatly decreased. As SMS became more widely used, consumers began to move away from talking in favor of sending messages to each other. This trend...


by Andy Watson

Three ways a screen pop can improve customer service

A screen pop is a notification that service representatives see when they receive a new customer interaction. The information in the screen pop can range from very simple – such as only displaying the interaction is an inbound sales call – to very advanced. Contact centers can display detailed customer...


by Andy Watson

One method to provide a better IVR experience

When customers contact a business via phone, they expect an easy, efficient experience. However, a complicated intelligent voice recognition (IVR) system can quickly lead to frustration. Unclear menus, loops, and dead ends can quickly cause customers to type in random numbers, shout phrases like “Representative!”, or worse, hang up the...


by Andy Watson

Four configuration options critical for progressive dialer success

A Progressive Dialer is a powerful tool for automating outbound calls. Ideal for high daily call volume and quality interactions, businesses use progressive dialers for automatic callback, emergency calls, market research, and more. Like most tools, a Progressive Dialer is only useful if it can meet the needs of the...


by Andy Watson

Two ways real-time monitoring can improve customer service

Although historical reporting can provide valuable insight into system configuration and personnel performance, any actions gleaned from the reports are implemented after the fact. Real-time monitoring can allow supervisors to react quickly when problems arise. Monitoring of Calls Customers can and will leave a business after a poor interaction, so...


by Andy Watson

Three ways to keep existing customers engaged

It’s no secret that repeat customers have a much higher conversion rate than new ones. On the other hand, 68% of customers will leave if they feel the company is indifferent. It is essential for businesses to actively keep their existing customers engaged. This post will look at three ways...