10 Ways the Best Call Centers Thrive in the New Normal


We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. 13% My contact center is not in the cloud.

The Pivot to 100% Remote Training in the Contact Center


The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Making Virtual Agent Training Work for You.


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5 Tips for Successful Business Continuity Planning for Contact Centers


The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. A successful BCP requires a thorough evaluation of the contact center and addresses all possible scenarios that could occur.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Agent responsibilities are changing.

The Contact Center of the Future with Real-Time AI

An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs. Read this eBook to discover how to implement AI for the best results in your contact center.

How Conversational AI Can Optimize Your Workforce


The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. Virtual agents also scale quickly to handle unpredicted or seasonal volume.

Conversational AI and Banking


Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Technology, when applied properly, has a huge opportunity to take away the risk that human agents create.

Consumer Behavior is Changing, and it’s AI’s time to Shine


From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Contact Center Challenges. Everyone is talking about The New Normal.

The Consequences for Collections Post Pandemic Relief


For their part, Collection agencies and organizations contacting those in arrears seeking payment of late bills will undoubtedly need to remain respectful of consumers’ rights. . Labor Day weekend traditionally marks the end of summer and the beginning of the Fall season.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year? How can you use IA and Chatbots to directly support the agents?