Contact Centers and the Growing Spotlight on Chat
Today’s customer service is very different from what it was twenty years ago. While responding in person, via snail mail or the occasional long-distance call was what once defined customer…
Keep your reports close and your dashboards closer
Managing a contact center is no walk in the park. You’ve gotta monitor ticket flow and agent performance, all while handling the occasional emergency. When you’re not putting out fires, you’re poring over reports and…
Chat and its future in contact centers
Today’s customer service is very different from what it was twenty years ago. While responding in person, via snail mail or the occasional long-distance call was what once defined customer…
AI, IoT and what it means for your customer service
From the endless wait for the snail mail to posting complaints in social media, customer service has undergone a paradigm shift. And computers and telephony have certainly made the job easier for…
Your customer service toolbox: How to pick the right tools
In the highly competitive and ever-fluctuating market, brands have to take extra effort to ensure they remain competitive and relevant. That’s why many brands are taking proactive steps to provide their customers with an unforgettable customer…