Find out the top 5 reasons why customers hate call centers and what you can do to switch the narrative and build a frictionless customer experience.
With the explosion of “Big Data” and the need for improved analytics, it can be tempting to keep every byte of data – you might need it. But can you ever have too much data?
Chatbots in the call center are more relevant than ever for customers seeking frictionless experiences. Find out how chatbots fit into the customer journey.
Manufacturers that focus on customer communications see value in leveraging contact center technology to build a personalized and centralized call center experience.
Finding a way for contact center agents to improve patient service delivery and reduce the time needed to give patients’ answers is essential to providing an excellent patient experience. Enter EDCi’s EHRConnect.
Contact centers today have access to incredible technology that could enable a frictionless customer experience. Despite this, many contact centers invest in new platforms and technologies, chasing features to which they likely already have access.
The rise of the cloud-based contact center has made Genesys PureCloud a stand-out among call center platforms.
What’s the difference between WFM vs WFO? Workforce management is a subset of workforce optimization, both leading to an improved customer experience.
Learn how John Irey – a Mindsight Principal Consultant in contact center technology – sees his role and the future of the contact center.
By breaking down the complexities around high agent turnover, businesses have an opportunity to reduce agent attrition and improve the customer experience.