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Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers
Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.
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Tips for the 'Nesting' Stage of Call Center Agents
What is "nesting?" Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom tra…
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Creating Custom IVR Applications for Your Contact Center
When most people think "IVR," they think of the basic inbound IVR systems that, frankly, don't do the modern IVR justice. Today's IVR systems can do m…
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Finance Industry Banking on AI to Improve the Customer Experience
The use of AI and automation is on the rise in the banking, financial services and insurance sectors. Financial customer service is an ideal fit for a…
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Motivation and Rewards Are Essential to a High Functioning Workforce
While there are many moving parts to properly managing a workforce, it's the soft skills - the ability to understand and motivate people - that often …
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CallCabinet, Call Journey Unveil Contact Center Solution
CallCabinet announced a new partnership with Call Journey to introduce conversation analytics to an already robust call recording solution.
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Trends that will Improve the Customer Service Experience in 2020
Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…
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Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?
Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center…
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Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19
Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable …
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Increasing Contact Center Efficiency While Reducing Costs
Modern contact center technologies allow customer service teams to operate much more efficiently to reduce cost per interaction, increase customer sat…
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