Contact Center
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Organizations seeking new approaches and solutions to grow their businesses and enhance employee experiences while cutting costs and delivering value to their customers should engage in collaborative-oriented partnerships with leading enterprises. Through strategic partnership integration, businesses can strengthen their organization by helping each other resolve issues that have arisen or may arise in the workplace as well as opening new opportunities for business growth.
Customers want and expect exceptional services from every brand interaction. This is why today’s contact centers are helping businesses across the world deliver excellent customer experiences to foster loyalty and build lasting relationships with their consumers. The more customer-centric the contact center becomes, the better a brand’s chance of delivering unique and engaging experiences that customers deserve.
According to the National Hurricane Center, the Atlantic hurricane season occurs on June 1st until November 30th; while the Eastern Pacific hurricane season is from May 15th and ends November 30th.
This means we still have more than a month to go before we can officially bid adieu to the likes of Florence and Michael, two of the most powerful cyclones that left a trail of devastation in the Carolinas and Florida Panhandle, respectively.
From voice-controlled assistants and self-driving cars, to industry-specific applications designed to manage and automate routine tasks, Artificial Intelligence (AI) is no doubt creeping into all areas of our lives. It's no longer some sci-fi concept we see on screen, but it has become a reality that is bringing so many opportunities and possibilities. One of the best industries in which AI is showing not just promise but yielding real benefits is the contact center.
This Month in Telecom is a monthly news round-up on VoipReview.org that aims to give our readers a fast and easy way to catch up on the latest news and top stories that are trending in the voice and telecommunications space. Check in each and very month to find out more about stories you may have missed in regards to new companies, mergers, trends, and other telecom advancements.
Let’s take a look at some of the biggest stories in telecom for the month of August.
Speech analytics is a relatively new frontier in the contact center technology market--but one that is quickly growing and gaining popularity. With speech analytics, contact centers get the ability to extract analytical data from customer conversations and turn them into practical information. This is crucial for organizations looking to take agent performance as well as the customer experience to the next level.
There was a time when Artificial Intelligence (AI) was merely a fantasy in the realm of science fiction. But through decades of rigorous academic research and innovation, AI is finally (and steadily) permeating our daily lives. From Siri and Alexa to Watson and Google Now, endless applications are utilizing the best in AI technology. But it’s not just limited to residential uses: businesses are finding many ways to take advantage of the functionalities of AI.
Call centers collect and generate a massive amount of data on a daily basis. Yet in most of these operations (and especially in legacy call centers), the data being tracked and analyzed has always been quantitative in nature: the number of calls received, call length, hold times, and resolution rates. But due to the increase in the focus on the customer experience, modern contact centers have come to a realization: while such details and numbers are helpful, they are no longer enough to measure (and ensure) the success of a contact center.
Today's businesses are realizing that the overall customer experience is more important than ever and that a complete customer profile can make all the difference when agents are interacting with customers. Because of this increased attention to the customer experience, more and more businesses are viewing the contact center as a crucial customer relationship hub as opposed to just a standard business channel.
Understanding and engaging customers these days require more than just resolving a one-time problem or responding to their feedback. To truly connect with customers and stay competitive, contact centers need to provide real-time, personalized customer interactions. And one of the keys to achieving this is by integrating a robust Customer Relationship Management (CRM) solution with a contact center platform.
Excellent service quality makes for happy, loyal customers, who in turn can help spread the word about your company and product or service. But with today’s customers demanding different types of customer service through various channels (phone, chat, email, etc.), meeting customers’ expectations can be difficult.
This Week in Telecom is a bi-weekly news round-up on VoipReview.org that aims to give our readers a fast and easy way to catch up on the latest news and top stories that are trending in the voice and telecommunications space. Check in each and every Friday to find out more about stories you may have missed in regards to new companies, mergers, trends, and other telecom advancements.
Here are the top news stories you might have missed this week:
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