As we all breathe a collective sigh of relief that 2020 is coming to an end, there is one thing we know for sure heading into 2021. As we emerge from the pandemic, we will not go back to the way things used to ...
Most organizations realize that customers won’t tolerate the traditional contact center model where picking up the phone was the only option, waiting forever to speak with an agent was the norm, and the overall...
Digital transformation is one of those buzzwords you hear at conferences or read about in industry publications. Companies and executives try to impress their colleagues or outdo their competitors by touting di...
There was a time when the only way for customers to have questions answered was to make a phone call. Beginning with the receptionist, customers would be passed from person to person, repeat the same informatio...
When a customer calls your organization, they don’t always need to speak with a human. In many cases, a self-service option that allows customers to quickly find accurate, current information is far more conven...