Resources

The other day my errands turned into one omnichannel adventure after another. My experience offers three examples of how companies in three different industries improved my customer experience with their omnichannel solutions. Pick Up Prescriptions My first stop was my pharmacy. The pharmacy sent me a text telling me that a prescription had been automatically...

Watch this video to learn how USAN’s Metaphor Contact Center makes it easy to increase customer satisfaction and loyalty while lowering total cost of ownership with the industry’s most secure, reliable and flexible cloud contact center solution.

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is...

Cloud-based SaaS, or Contact Center-as-a-Service (CCaaS) models are being considered for all kinds of business applications and the shift to cloud includes contact center technology. Download The White Paper

Over the past few years, we have seen dramatic changes in the relationship between corporate business and customer. Across the western world, power has been steadily shifting back to the consumer. Most markets are mature and this speed of commoditization has made it all the more important to handle customers in the way they want to be handled...

Call center managers often attempt to improve agent engagement by tracking call center metrics and posting them on a bulletin board for everyone to see. But these efforts are labor intensive and difficult to sustain. How can you expect agents to remain engaged if they don’t know how well they’re performing? The good news is call centers can...

Download this white paper to understand why this change is occurring and how contact centers can invest ind sound WFM and L&D solutions to provide their current workforce with the skills they need to keep service levels on pace. Download Now

Contact Center service levels are perhaps the primary indicator of performance success, so you have to take them seriously. But this is hard to do because there’s no few if any standards to work from. Workforce management solutions, however, can you’re your contact center more easily determine what your service levels should be, and how...

Today's customers arrive at the point of purchase better equipped than ever before to ask pertinent questions and make informed demands. And sales staff (and every other department, really) can no longer get by using pre-scripted answers or blinding customers with spin. Instead, this generation of consumers expects staff to know about an ever greater...

Every day, omnichannel becomes less of an option and more of a requirement for conducting business in the 21st Century. Customers demand a consistent and unified experience across communication channels, and that can only come from integrating disparate systems and data silos. The benefits to business are obvious: Improve customer service and strengthen customer loyalty....

This financial services firm was preparing for what was, at the time, the world's largest initial public offering. A complex contact center and IVR solution was required to facilitate the IPO, and it had to be done in a very short period of time. Download this case study to learn how USAN overcame significant technology...

As its customers switched to mobile phones, this financial services firm's ability to identify callers caused longer call times and reduced service levels. Download this case study to learn how USAN's IVR solution improved the banking giant's ability to identify and authenticate the caller, as well as improve first call resolution.

To consistently meet its blood and blood product collection goals, The Blood Alliance was forced to use manual processes to contact the 700 people per day required to meet its goals. Get this case study to learn how USAN helped The Blood Alliance increase monthly donor appointments and blood unit collections.

While handling more than 14,000 calls per day The SCOOTER Store realized that trying to maintain agent productivity, effectiveness and service quality was impossible without an integrated calling solution and a flexible technology platform to support it. Get this case study to find out how USAN helped the SCOOTER Store increase the volume of outbound...

Multiple siloed technologies and processes put a strain on Certegy's productivity, made tracking performance difficult and sometimes caused lost revenue. Download this case study to find out how USAN's early generation omnichannel infrastructure helped Certegy overcome these problems and produce measurable results.

Complex business processes and inflexible tools hindered Accelovance call center agents from being focused on service and impacted their productivity. Download this case study to discover how USAN developed a customized omnichannel solution specifically to address these challenges.

Workforce management software can help call centers easily and effectively accommodate agents’ work time preferences while controlling for shift allocation fairness. Ineffective scheduling can impact agent motivation and the bottom line. Learn how two organizations improved agent motivation and increased profitability with workforce management software. Download the whitepaper.

Implementing an omnichannel solution is a significant and complex undertaking. Download this white paper to learn how to avoid pushback and coordinate stakeholders and decision makers across multiple departments for omnichannel success.

For years, contact centers have had to make sacrifices. If they wanted an affordable solution that was quick and easy to set up, they gave up functionality and scalability. If they required a full-featured, scalable solution then they paid the price – both in terms of hardware/software costs and ease of use. But these sacrifices...

It’s an exciting time to be in customer service. Decision makers are increasingly recognizing the vital role contact centers play in the success of the business. Case in point: When asked which initiatives are likely to be top business priorities over the next 12 months, 80 percent of respondents to a Forrester survey1 ranked acquiring...