Blogs

Contact center turnover rates have historically been high. Couple that with the spike in attrition rates across the country (and the world), and the problem becomes even more serious.   What is causing the increasing agent churn? First is the U.S. job market, with rising job numbers and a decreased unemployment rate. These factors create more opportunities for agents...

Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...

Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively.   One thing still hasn’t been enough of a focus, though: agent engagement. But for contact centers...

When contact center agents are engaged, they can better help and satisfy customers. But it can be hard to figure out exactly how to consistently foster and cultivate agent engagement.   One of the most powerful ways to do this is with technology. An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. The...

Amazon Connect announced new functionality recently with the introduction of outbound dialing capabilities.  This new feature makes reaching out to customers on a large scale more efficient and effective for contact center operations and agents.   While Amazon Connect has long been a great tool for inbound interactions, AWS made the solution a one-stop shop...

Deciding which technologies will enable your business to meet its goals can be difficult. Which tech platform will work best for your customers? Which technologies will most positively impact your bottom line? Which will work best together?   When you’re looking to validate your tech decisions and get buy-in from your whole organization, you need...

A customer experience assessment is a strategic way to help you plan and execute an effective cloud contact center migration. By evaluating your existing CX strategies, both qualitatively and quantitatively, the assessment process can give you a roadmap for making changes in the future.   The Top Operational Challenges a CX Assessment Can Address  ...

For companies that rely on customer-centric operations, delivering a good customer experience is paramount. However, what customers want from a particular organization’s CX can vary widely, meaning that each company’s CX strategy and design should be tailored to the needs of its customers.   So how do businesses figure out what, exactly, those needs are and whether their...

For businesses to succeed today, they have to be attuned to their customers. Key business objectives need to be shaped by customers’ own goals and desires. But when it comes to making strategic decisions through the lens of customer experience, a CX assessment is a useful exercise.   What Is a CX Assessment? A CX assessment is...

At the start of the pandemic, digital transformations took on a new sense of urgency. Organizations had to either become digital-first overnight or face the consequences. As a result, nearly every industry digitized their efforts as varied as supply chains, employee training, and customer interactions.   One of the biggest challenges for businesses amid all...

In the digital age, consumers can access information instantly with the tap of a screen. This has redefined their expectations and created new business demands. Customers want to interact with businesses using multiple channels and expect that each of those interactions seamlessly connects — aka, the omnichannel consumer journey.   An omnichannel experience offers customers...

In the modern world, technology has redefined what a "typical" consumer journey looks like. Consumers now expect to engage with a business using a variety of channels, so it's imperative that businesses have cohesive omnichannel strategies designed to keep customers engaged and satisfied at every touchpoint throughout their journey.   That said, any effective omnichannel...

How Analytics Improve Contact Center Operations and Enable Proactive Customer Engagement   For a long time, the world of customer engagement relied on strategic guesswork. Lacking the technology to take advantage of behavioral data, customer service agents had to be content with reacting to customer concerns rather than proactively anticipating customer needs. Now, thanks to advancements in data...

The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges.   Businesses everywhere have utilized these new features in various ways. For example, some have created an...

Want to Improve Agent Productivity? Adopt a Proactive Approach to Customer Service.   Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service.   When customers move from chat sessions or...

The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade.   These numbers are astounding. They’re also easy to misinterpret. As more companies...

High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics transforms agent-customer conversations into a rich transcript to categorize what was said...

Most contact center platforms include a set of features designed around highly specific engagement scenarios. Amazon Web Services (AWS), however, offers a much wider array of scalable, pay-as-you-go services. With self-service technologies such as Amazon Lex, Lambda integrations, and Polly text-to-speech capabilities — none of which requires multiyear contracts, paid plugins, or additional license fees...

Building strong relationships with customers and offering the best possible customer experience is the single most effective differentiator in business.   Research from Gartner indicates that confident, satisfied customers are 2.6 times more likely to continue interacting with a company than their only somewhat satisfied counterparts. They’re also less likely to leave negative public reviews or stop...

It’s never been more important to offer an excellent customer experience (CX). This means it’s also never been more important to have a CX strategy in place. Research shows that satisfied customers generate 2.6 times more revenue than those who are lukewarm. At the same time, unhappy customers can leave negative reviews that scare away future business....