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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...


by Andy Watson

Improving remote customer service through gamification

With the shift in 2020 to remote work, many businesses saw their employees experience a loss of productivity and a sense of social isolation. The customer service functions of businesses were not immune to these trends, as service representatives quickly transitioned from offices to long-term (and in some cases, permanent)...


by Andy Watson

Three misconceptions about Average Handle Time

Average Handle Time (AHT) is a measure of the length of a customer service conversation, whether it be a phone call, messaging conversation, or email. AHT is one of the most-used reporting metrics to gauge the effectiveness of customer service. However, a few aspects of AHT show it may not...


by Andy Watson

What does HIPAA compliance mean for a contact center?

Many regulations and standards have been established to protect the security and privacy of consumer information. The Health Insurance Portability Accountability Act (HIPAA) of 1996 established federal standards for the privacy of health information of individuals – oral, written, and electronic. While HIPAA was initially designed for health organizations, it...


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...