Tag Archives: call center

The Humanoid Touch: How AI is Changing Customer Experience

The Humanoid Touch: How AI is Changing Customer Experience

Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently. In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents.

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Avaya Files for Chapter 11 Bankruptcy, Looks Ahead

As many in the industry had suspected might be necessary, Santa Clara, Calif.-based Avaya filed for Chapter 11 bankruptcy. The news came with a surprising twist though — the telecommunications provider said it would not sell its contact center business despite having tried to do so last year.

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Call Center Employees: The Superheroes of Customer Experience

Call Center Employees: The Superheroes of Customer Experience

Call center employees are the secret superheroes of every brand.  These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape the customer journey. Positive outcomes for every customer interaction is critical.

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Enjoy Your Labor Day, Now Go Answer Your Phone

Enjoy Your Labor Day, Now Go Answer Your Phone

Whether your company outsources to a local or international call center or just assigns a few staffers to answer the phone, get ready. Your team members may want to do some vocal exercises today make sure they’re ready for what will come tomorrow. Seattle-based Marchex, a mobile advertising analytics

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A Promise to Call You Back

A Richmond, Va.-based call center software company claims its product is unique — and the US Patent and Trademark Office (USPTO) agrees. USPTO today issued CallPromise a patent for its virtual queuing technology, which gives customers the option to receive a return call rather than wait on hold.

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